AccountId: 011433970860
ContactId: cbc87f9c-447b-4d37-ae79-a48927512b1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265760 ms
Total Talk Time (AGENT): 99698 ms
Total Talk Time (CUSTOMER): 80393 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/cbc87f9c-447b-4d37-ae79-a48927512b1e_20250310T16:15_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] with um the care team. I've got um Miss [PII] on the phone.
[CUSTOMER][NEUTRAL] She is with group 25923.
[CUSTOMER][NEUTRAL] And she is wanting to pay invoice number.
[CUSTOMER][NEUTRAL] 638.
[CUSTOMER][NEUTRAL] 313 9.
[CUSTOMER][NEUTRAL] In the amount of 27498.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try to get the payment screen pulled up really quickly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 27498638349.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, thank you. Have a good day, [PII].
[AGENT][NEUTRAL] I'm sorry, I'm sorry, what was your name one more time?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][POSITIVE] [PII], OK, thank you.
[CUSTOMER][POSITIVE] OK, you're welcome bye bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I understand you wanted to go ahead and make your March um invoice payment, is that correct for 27498?
[CUSTOMER][NEUTRAL] Yes, I was actually trying to figure out how the prior controller made this payment. um I don't think she wrote a check I see in prior months that there's an ACH debit from our bank account, so I wasn't sure if that was an automatic thing or if she was calling to make this payment every month.
[AGENT][NEUTRAL] Um, she was probably submitting it, um, online in the online service center, um, because it looks like you guys have an account and it has your bank account information in there so it looks like that's how, um, the payments was getting made.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so how do I go about getting access to that?
[AGENT][NEUTRAL] Is [PII] no longer with the company?
[CUSTOMER][NEUTRAL] Right, right, I took her place.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we would need um an email uh from your work email uh like your company's email and uh that you need to email us saying what we need to change the contact to and um then we could go ahead and go about getting you an account created after that but we do need to receive that notification in writing, um, so an email is fine.
[CUSTOMER][NEUTRAL] Uh, email's good. OK, and this is the care team, the lady before [PII] at an email address [PII]?
[AGENT][POSITIVE] Yeah, that's what you would email um and then uh we would go ahead and get that taken care of for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is, is there anything else that I can help you with today? Did you still want to make a credit card payment or do you wanna just go ahead and wait um and submit it online?
[CUSTOMER][POSITIVE] I'll submit it online. I wanna learn how to do that so OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, no problem.
[CUSTOMER][POSITIVE] All right. Well, thank you very much.
[AGENT][POSITIVE] No problem, [PII]. It was a pleasure. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.