AccountId: 011433970860
ContactId: c4e4e95d-aa90-4aa5-a73f-be045b965c42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347160 ms
Total Talk Time (AGENT): 140915 ms
Total Talk Time (CUSTOMER): 138264 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/c4e4e95d-aa90-4aa5-a73f-be045b965c42_20250529T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] Hello [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good. I have uh a group on the phone.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] I don't show that she's the contact person, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's group 26917.
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] Builder's Choice mortgage.
[AGENT][NEUTRAL] Yeah, yeah, sure, go ahead, I'm sorry. My phone cut out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I've got [PII] on the phone.
[CUSTOMER][NEUTRAL] And she's wanting to make an electronic payment, but she doesn't want to fill out the ACH form.
[CUSTOMER][NEUTRAL] To pay her bills.
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is that
[AGENT][NEUTRAL] OK. So she, she does, if she wants to schedule it? Is that what she's wanting to do?
[CUSTOMER][NEUTRAL] Uh, she said she wanted to set it up.
[AGENT][POSITIVE] Let me talk to her. Yeah, let, let me, yeah, I'll figure it out. I'm sorry. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK yeah.
[CUSTOMER][NEUTRAL] Alright, and here's your callback number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] is a direct line to her and I did verify um the group and the the address.
[AGENT][POSITIVE] You're awesome. Thank you so much. I'll be glad to help.
[CUSTOMER][POSITIVE] All right, thank you, and here she is.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Hi.
[AGENT][POSITIVE] Hey, this is [PII]. I work in the great building department. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well. How are you doing?
[AGENT][POSITIVE] I'm doing great, thank you so much for asking. I understand you're calling about an ACH payment, is that correct? about an online payment?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, so we're wanting to know if um I if we can get your ACH wire instructions so we can initiate the payment on our end instead of filling out the banking form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or is there a way to pay online?
[AGENT][NEUTRAL] You can go online, yes, ma'am, and you can schedule the payment if you would like to do that.
[AGENT][NEUTRAL] Because I do see that we have the banking account number and everything.
[CUSTOMER][NEUTRAL] OK, um, how.
[CUSTOMER][NEUTRAL] I'm sorry, I can't hear you very well. You're a little bit muffled.
[AGENT][NEUTRAL] I'm sorry, can you hear me better now, [PII]? Is that better?
[CUSTOMER][NEUTRAL] Yeah, that's a little better um so you said that.
[AGENT][POSITIVE] OK, OK, I'm sorry about that.
[CUSTOMER][NEUTRAL] That's OK, so we're able to pay this online that'd probably be best.
[AGENT][POSITIVE] You can. Yes, ma'am, you are. You're able to, you're able to log in and schedule a payment. Yes, ma'am. You sure can.
[AGENT][NEUTRAL] Or I can take a credit card payment over the phone, whatever you prefer.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] We can you do an ACH payment over the phone?
[AGENT][NEUTRAL] I can only do a credit card over the phone.
[CUSTOMER][NEUTRAL] OK, um, how can I obtain a log into the website so that I can submit these payments?
[AGENT][NEUTRAL] OK, sure, let me pull that up. Give me just a moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the first admin would have to add you as another user. They would go online and add you as another admin user.
[CUSTOMER][NEUTRAL] Do you know, do you, can you see on your end who the admin?
[AGENT][NEUTRAL] This is.
[AGENT][NEUTRAL] Yes, you, yes, the group admin would have to add you as a user online and then you would be able to go in and make.
[CUSTOMER][NEUTRAL] Right, so on your end, do you show who our admin is?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Who is it?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't think there's anyone at our company by that name.
[AGENT][NEUTRAL] Hold on, hold on one moment. I, I may be mistaken, sweetie. Hold on one moment, OK? Give me just a moment. I think I was on the wrong thing. I'm sorry. One moment, [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] You're exactly right. I apologize for my mistakes and hang on one moment.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I didn't put in, I, I switched screens and I did not put in the book number. I feel silly. I'm so sorry. OK, I show as [PII].
[CUSTOMER][NEUTRAL] It's just it's, it happens.
[AGENT][NEUTRAL] It does
[AGENT][NEGATIVE] OK, I'd say it's real bad yeah.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, I will get with her, um, can you share the website with me?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, absolutely.
[CUSTOMER][NEUTRAL] What's the the URL?
[AGENT][POSITIVE] OK, yeah, absolutely it's gonna be secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, secured. [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's it.
[CUSTOMER][NEUTRAL] OK, I will get with [PII] here shortly um to see if she can get the account and still submit the payment or she'll create a log in for me um but we're gonna have these submitted today.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] OK. Thank you so much, and uh. I will, um, make a note that you and I spoke and that the payment will be processed today, OK?
[CUSTOMER][POSITIVE] OK great and I will call back if I have any issues or questions.
[AGENT][POSITIVE] Sure, please call us back if we, if we can assist you anymore, OK?
[CUSTOMER][POSITIVE] OK. All righty. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.