AccountId: 011433970860
ContactId: bfca6b7e-fdb9-40e3-bf64-7b2daa0898c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93180 ms
Total Talk Time (AGENT): 43877 ms
Total Talk Time (CUSTOMER): 46765 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/bfca6b7e-fdb9-40e3-bf64-7b2daa0898c3_20241231T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um, I've got a bookkeeper on the back line.
[CUSTOMER][NEUTRAL] And she's trying to, I guess she wants to know if she registers on the OSC will she be set up can she set up payments through the online service center?
[AGENT][NEUTRAL] Like as in automatic payment?
[CUSTOMER][NEUTRAL] I guess, or can she pay the bill through the online service center?
[AGENT][NEUTRAL] Yeah, the invoices can be paid online, but there we don't, we don't do any kind of group bank draft.
[CUSTOMER][NEUTRAL] OK, well that was my next question on her billing screen it's got an ACH account so what's that mean?
[AGENT][NEUTRAL] So whenever they first register with the online service center and they go to pay their invoice online, the option is one time EFT payment and so they'd have to put in their uh routing number and account number and that's what the ACH part is but they would still have to go in each month and reconcile their invoice and submit it for payment, yeah.
[CUSTOMER][NEUTRAL] Do it manually.
[CUSTOMER][NEUTRAL] OK, OK, now that all makes sense so that's so it records it once it gets put in there that one time.
[AGENT][POSITIVE] Yeah, it saves it yeah it saves it the first time to where they don't have to enter it every time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got you. OK, well, I'll let her know and I'm gonna assist her with registering on the OSC. I just was trying to double check everything since that billing ACH threw me off.
[AGENT][NEUTRAL] Yes ma'am yeah yeah and if uh uh if she's got any other questions just let me know.
[CUSTOMER][POSITIVE] OK, I will. Thank you. Have a good day. Mm bye.
[AGENT][POSITIVE] You're welcome you too bye.