AccountId: 011433970860
ContactId: c7f219e3-6e85-4804-b5c4-7d6e824c9b97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339279 ms
Total Talk Time (AGENT): 127417 ms
Total Talk Time (CUSTOMER): 135006 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/c7f219e3-6e85-4804-b5c4-7d6e824c9b97_20250310T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], um, in customer service.
[CUSTOMER][NEUTRAL] I am on a courtesy call with a group admin and she is getting set up on the OSC and she had a couple of questions that I cannot answer um do you mind joining the call with me and and walking her through a couple of things?
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] OK, and she said, um, like she's asking her, she will not have a billing invoice until April, um, they're effective [PII] with a bill in arrears and like she was asking if she could go ahead and set up payment information, you know, that kind of thing, and I am just not sure so I wanted to get someone from billing to talk to her with me.
[AGENT][POSITIVE] OK, yeah, yeah, that's super easy. Uh, she just does it in her profile, but yeah, I'll, I'll join the call.
[CUSTOMER][NEUTRAL] OK. And is this [PII] did you say?
[AGENT][NEUTRAL] No, this is [PII].
[CUSTOMER][NEUTRAL] I thought I heard [PII] and I'm like, wait a minute, maybe she said [PII]. OK, thank you. Thank you.
[AGENT][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] Um, I'll introduce you when I get her back on the phone, so, um, oh, the group number is 269-73 if you need that.
[AGENT][NEUTRAL] 269
[CUSTOMER][POSITIVE] All [PII]. Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, um, [PII].
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, um, yes ma'am, I have [PII] on the line from our billing department and she's gonna help me help you, um, with your question about setting up your payment information.
[CUSTOMER][NEUTRAL] I'm gonna let her talk to you.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Good. So I understand you're wanting to add your payment information. Um, so are you logged into the online service center right now?
[CUSTOMER][NEUTRAL] I'm just logged in for the first time.
[AGENT][NEUTRAL] OK, um, do you see uh area that says like profile or manage my profile or my account or anything like that?
[CUSTOMER][NEUTRAL] Account.
[AGENT][NEUTRAL] OK, yeah, click on that.
[CUSTOMER][NEUTRAL] And then I'm assuming payment account?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'll be able to add it.
[AGENT][NEUTRAL] And then you should
[AGENT][NEUTRAL] Yeah, you should see a, do you see um it should ask you for like your routing and account number.
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] Yeah, so that is how you add um your your bank information and when you go to submit an invoice in the online service center, it'll pull from that account.
[CUSTOMER][POSITIVE] Perfect
[AGENT][NEUTRAL] All right, and I'm also, um, let me see if I have your email because I have a guide that I can send you that um is really helpful. Uh, yeah, it doesn't look like your emails in here. Could I get that? Actually, I'm sorry, is it [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and then there's a hyphen in between.
[AGENT][NEUTRAL] OK, OK, I'm gonna send you over a guide, uh, that's also gonna help you with the online service and I'll show you, um, just to walk you through some things if you need it.
[CUSTOMER][NEUTRAL] OK, is it the welcome guide because um I do have that from [PII].
[AGENT][NEUTRAL] OK, you have, uh, is it like, uh, for the online service center where it says um like how to register and how to like pay invoices and stuff like that?
[CUSTOMER][NEUTRAL] Um, it should be, it's, I'm looking through it.
[CUSTOMER][NEUTRAL] Um, it is the welcome guy ready to get her set up on the online service center.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um, yeah, yeah, it has like how to adjust the bill and things like that.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, I sent that to her this morning.
[AGENT][POSITIVE] OK, good, good.
[CUSTOMER][NEUTRAL] And I know she hasn't had time to look at it, you know, I just sent it.
[AGENT][NEUTRAL] Yeah, that's how you do that. Um do you have any other questions that you wanted to ask while you have me?
[CUSTOMER][NEUTRAL] Um, I don't think so.
[CUSTOMER][NEUTRAL] I just, I can't see anything right now so I feel like it'll probably be like next month.
[AGENT][NEUTRAL] OK, um, did you say, but you can see where you can add your, your bank information though you just don't have any invoices ready, is that what you're saying?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, like our plan just started [PII].
[AGENT][NEUTRAL] OK, yeah, yeah. So it'll be for next month, um, for April, and that'll be in about a week.
[AGENT][NEUTRAL] Um, because, uh, invoices generate around the [PII] or the [PII] of every month, uh, so you'll see that in about like a week or two.
[AGENT][NEUTRAL] OK, do you have any other questions?
[CUSTOMER][NEUTRAL] I don't think so unless [PII] does cause I just did not know where to guide her to do that.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.