AccountId: 011433970860
ContactId: af8a3c4a-829b-4867-93f4-108e070fb8d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 779059 ms
Total Talk Time (AGENT): 394996 ms
Total Talk Time (CUSTOMER): 226474 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/af8a3c4a-829b-4867-93f4-108e070fb8d3_20250131T20:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Matt Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm doing fine. So, how are you? Thank you for asking.
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a group in the line. I got the main contact person. He's trying to make a payment over the phone.
[AGENT][NEUTRAL] OK. And that group number?
[CUSTOMER][NEUTRAL] And the group it's 26628.
[CUSTOMER][NEUTRAL] And I got [PII] on the line.
[CUSTOMER][POSITIVE] All the information is the correct information.
[AGENT][NEGATIVE] Oops, my screen just went back.
[CUSTOMER][NEUTRAL] 00.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Not time yet, not time yet.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Wait a couple of more hours.
[AGENT][NEUTRAL] Well, yeah, and that's not, so do you have a good con uh contact number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, uh-huh, he gave me [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] And you have
[CUSTOMER][NEGATIVE] He did not provide me with an invoice or the amount.
[AGENT][NEUTRAL] You got
[AGENT][NEUTRAL] That's OK. You have [PII] on the phone, wanting to make a payment, and so.
[CUSTOMER][NEUTRAL] Yes, I got, I got Mr. [PII] on the phone. Mhm.
[AGENT][NEUTRAL] OK, and he's wanting to make a payment on their group. I can help him with that.
[CUSTOMER][NEUTRAL] OK. And you let me know when you're ready.
[AGENT][NEUTRAL] All right. You can, you can send him on. I'll just, uh, I, I'm having to log in.
[CUSTOMER][NEUTRAL] Oh, OK, OK. Got you. OK, let me put him in. Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] All right. Thank you so much, dear. You have a wonderful weekend if I don't speak to you.
[CUSTOMER][POSITIVE] All right. You're welcome. You too. Enjoy your weekend.
[AGENT][POSITIVE] Uh thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me Mr. [PII]. I got Ms. [PII] on the line. She's in the group billing department and she's gonna assist you with the payment.
[CUSTOMER][POSITIVE] Thank you. You're welcome have a good afternoon.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing, um, so so that you were wanting to make a payment on your group, is that correct?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEGATIVE] I do, uh, it's just a shame I can't do it, uh, like auto draw. You guys are do auto draw, huh? You don't have a system to do that?
[AGENT][NEUTRAL] Um, no, sir, but you can't pay it online.
[CUSTOMER][NEGATIVE] Well yeah, I try to do that, I, but I don't get a bill, so I didn't get a bill until now I'm 3 months behind and I don't understand how that happened because I thought it was on auto draw before and it's not apparently, and she says you guys don't have that so I don't know somebody somebody must have.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Right, we don't, and the reason why we did, we don't is so that you can go online, you can reconcile your invoice before you make your payment, say if someone was to come off your invoice you could go ahead and take them off your payment, uh, your invoice before you make your payment, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] And that, that's one of the.
[CUSTOMER][NEUTRAL] I do have to take somebody off, but do I have to, do I have to do it online myself or do I talk to somebody else to do that for me?
[AGENT][NEUTRAL] Well, normally we have it done in writing, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But um
[AGENT][POSITIVE] If you want to, I can show you how to, I, I can help you with that. That's not a problem. Um, and I do understand a good callback number for you is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes.
[AGENT][NEUTRAL] Alright, and you said you are wanting to make a payment and you do have someone that needs to come off of your invoice?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Should I just let my broker do that? Should I talk to them and just have them remove it? I mean, they're the ones in charge of it.
[AGENT][NEUTRAL] No, no, no, I'm, I'm, uh, that's OK. I can help you with that. Um, what invoice do they need to come off of?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, they just, uh, anything in the future, they just left the company this year, I mean this, uh, this month.
[CUSTOMER][NEUTRAL] So anything in the future, honey.
[AGENT][NEUTRAL] Oh, so they left in, um, January, so they need to come off in February?
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so what you would do is just if you can send us an email to our care team and we can take care of it.
[CUSTOMER][POSITIVE] OK, no problem, I'll do that then thank you.
[AGENT][NEUTRAL] All right. Not a problem. So you're wanting to make a payment on your November and December?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK. I can help you with that.
[CUSTOMER][NEUTRAL] Alright, um, uh, the, the, if you're ready for the card, it's a Visa card.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, hold on just a moment. I got to get that information in the rest of the other information entered. So, so you're only gonna pay just the 2 or you want to pay the 3? It doesn't matter.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Just pay the, pay, pay the 3 it's fine yeah.
[AGENT][NEUTRAL] You want to pay the 3? OK, I can help you with that. OK, so that is going to be 2,076,090.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, check my figures.
[CUSTOMER][NEUTRAL] The bill I have is for 900 bucks. I don't know what that I think that was for 3 months, was it?
[AGENT][NEUTRAL] Right, 92,030. So the, the, so the total now, I mean for all three months is 2,076,090.
[CUSTOMER][NEUTRAL] Yeah, I think it's
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So how did it go from 900 to 2000?
[AGENT][NEUTRAL] That's the 3, that's for all 3 months.
[AGENT][NEUTRAL] Is that what you said you wanted to pay?
[CUSTOMER][NEUTRAL] I never
[CUSTOMER][NEUTRAL] Yeah, no, but I'm just, I'm trying to understand, so it was 900 for, for I thought it was 900 for the 3 months.
[AGENT][NEUTRAL] No, sir. No, sir. It's 920 per month. I'm sorry.
[CUSTOMER][NEUTRAL] What, what I, I'm, I'm confused.
[CUSTOMER][NEUTRAL] Oh, OK, because I only have one. I only have one bill, so that's why I'm that's why I'm confused, and I thought on the bill it was for it was for 3 months. I haven't had a bill since then.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh really? So let me see if we've got uh, let me see if we've got all the information on there on on your invoice correct so so we can get everything taken care of and make sure you get your invoices and 2, like I said online you'll be able to print your invoices, see your invoices that are outstanding and the ones that have been paid.
[CUSTOMER][NEUTRAL] Alright, so yeah, that's what.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, but I want to make sure that we've got our, our information correct. So let me go there.
[AGENT][NEGATIVE] And see why you're not getting your invoices.
[AGENT][NEUTRAL] OK. So, what is that address?
[CUSTOMER][NEUTRAL] The uh the mailing address or the email?
[AGENT][NEUTRAL] The mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's what we have.
[CUSTOMER][NEUTRAL] OK, I don't know what's happening.
[AGENT][NEUTRAL] I'm not sure. hmm.
[CUSTOMER][NEUTRAL] Um, maybe it's just phone phone.
[CUSTOMER][NEUTRAL] Alright, well, anyway, I need to pay this, so let's just gonna pay this. I'll go check out what's going on at the at the uh at the with the mail where it's going.
[AGENT][POSITIVE] OK, OK. I'm sorry about that.
[CUSTOMER][NEUTRAL] There's not
[CUSTOMER][NEUTRAL] It's not, yeah, it's not your fault. I just don't know what's happening. Um, all right, so.
[AGENT][NEUTRAL] Well, I, that's the reason why we like to double check that and make sure that we've got all our information correct so that you can get that information, but in the future, like I said, if you want to, you can go online, you can look at your invoices you can also pay your invoices and you can also alter your invoices, you know, say if some like I said, if someone come off so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But we're gonna get you taken care of and I do apologize that you hadn't been getting them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not your fault. I mean, I don't know, it's just something's happening. I, I have to look into it. I don't know why we're not getting it, but.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, um, let's see here, yeah, I'm ready, sure.
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Had to switch him, uh, switch gears here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're paying for.
[AGENT][NEUTRAL] See.
[AGENT][POSITIVE] I do apologize. I just want so much information on here, so.
[AGENT][NEUTRAL] December.
[AGENT][NEUTRAL] December.
[AGENT][NEUTRAL] And January.
[AGENT][POSITIVE] All right. I think I got everything.
[AGENT][POSITIVE] Um, I am ready for that card when you are.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so I'm gonna repeat that, so we got that straight. [PII].
[CUSTOMER][NEUTRAL] Correct, and it's uh expiration is [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Uh expiration is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the uh code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. So, Mr. [PII], we're, we're making a one-time payment of $2760.90 which will pay your November, December, and January invoices with the card ending in [PII]. Expiration [PII]. Security is [PII] with the zip code of [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. Just one moment and I will give you the authorization ID.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Alright, that authorization ID is 150151.
[CUSTOMER][POSITIVE] OK, thank you again for the help.
[AGENT][POSITIVE] You're so welcome and thank you for calling APL and you have a wonderful weekend, OK?
[CUSTOMER][NEUTRAL] You too. Actually, can you give me my uh account number? I'm sorry. Can you just shoot that account number to? Yeah, that's fine.
[AGENT][NEUTRAL] The group number?
[AGENT][NEUTRAL] Is 266.
[AGENT][NEUTRAL] 28
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Oh, you're so welcome and thank you again.
[CUSTOMER][POSITIVE] Take care bye bye.
[AGENT][NEUTRAL] All right, bye bye.