AccountId: 011433970860
ContactId: cccb9f56-340f-4da4-95c7-0c221e2332cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 779380 ms
Total Talk Time (AGENT): 308049 ms
Total Talk Time (CUSTOMER): 451892 ms
Interruptions: 7
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/cccb9f56-340f-4da4-95c7-0c221e2332cb_20250403T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone and she's with group number 26765.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And she has questions about some invoices and she also has questions about her automatic bank draft coming out um she's in the online service center I did help her get in there and she's been completely verified and the number she's calling from is a good callback number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, for TDW Company.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Because she's not a contact on file.
[CUSTOMER][NEUTRAL] But she is for the online service center.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][NEUTRAL] OK, thanks [PII], bye bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh, yes. Good morning, [PII]. My name is [PII] and I have some questions regarding our billing or our invoices and maybe you can help me?
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] So what do you need from me? I guess.
[AGENT][NEUTRAL] Um, your questions. I've got everything else pulled up.
[CUSTOMER][NEUTRAL] Oh, OK. My question is, um, I'm, I was able to just finally get online. I was having some issues doing that, but I noticed that um that um they had set us up for an ACH draft for our insurance, but for whatever reason it's being kicked back and I and it's our bank, our positive pay that's not accepting it.
[CUSTOMER][NEUTRAL] But I'm looking at my my screen here and I've got two invoices so I have a check ready to for the [PII]. Is there another invoice that is coming due? So I'm kind of confused.
[AGENT][NEUTRAL] OK, so yeah I can definitely help you with that. So um yeah, the January, um, invoice and the February not invoice the both the January and February payments were returned to us, um, so on the online service center you will not see that.
[AGENT][NEUTRAL] You'll, it'll still look as if those two invoices have been paid just because um we we don't have uh the option to reverse um invoices on the online service center um so those two invoices are still um due um so a check or an overnight um check or even a credit card, debit card payment over the phone um can take care of those two,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And as far as.
[CUSTOMER][NEUTRAL] Well, I, I do, I do have a check for the one invoice because I didn't because they told me at the main office that all that was owed was the 180 30 for invoice um ending in 517 was not aware about this other one.
[CUSTOMER][NEUTRAL] Is there a way instead of setting instead of doing ACH that we can just have this automatically billed to our credit card instead of taking doing our bank account? Can that be changed to do that? So we don't run into because I'm afraid it's gonna we're gonna run into the same issue because it's the bank we have to use positive pay and for whatever reason it's it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know why it's being kicked back and um so and I'm not aware of it because I don't get the notifications, but I would rather just pay the I can pay one with the check and I can pay the other invoice with a credit card, but going forward, is there a way to actually set it up so that it's just automatically billed to our credit card instead of our bank account?
[AGENT][NEUTRAL] OK, so we don't do any kind of um like automatic drafts or or bank drafts or credit card drafts at the group level but you can call in each month and pay those invoices um with the credit card um but you may, you may be able to check with whatever credit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Card um company you use you might be able to set it up through your credit card but it's something that y'all would have to do on y'all's end we wouldn't we wouldn't be um it would have to be initiated on your end each time it's not something that we would do on our end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then my, OK, so then my next question is, is there a way that when the invoices come due that I get a copy of them, then what I'll do then is we'll just take out the equation of the bank itself and when I get at the invoice, I will just pay, I'll just call and pay it with a credit card.
[AGENT][NEUTRAL] OK, so currently we have [PII], not sure how to say her last name as the main contact on file. And so it's her email that's connected to the group. So if you're, um, if she needs you to be the main contact as far as like if you're gonna be the one that's paying the invoice each month or needing to get the invoice each month, she would have to email us something.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I'm well I would, yeah.
[CUSTOMER][NEUTRAL] I would just be paying the TDW portion. Yeah, I'm just paying the TDW portion um of GNG Marine. That's the only invoice I wanna see and that's the only invoice that I would be paying, but if, OK, so.
[AGENT][NEUTRAL] OK, so [PII] would need to just email us something in writing and have the, uh, contact information updated to your information for TD Company LLC DBA GNG Marine.
[CUSTOMER][NEUTRAL] OK, OK, she would have to change that so I can get OK alright alright well then OK so then I like I said I have the one check. I have a check ready to be mailed uh for the invoice um I guess that'll be 517 so then I guess I can give you a for the invoice, you know what I'm gonna do here will I even will it let me even open that invoice?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, let's see if I can.
[AGENT][NEGATIVE] Yeah you can open the invoice but you just can't uh make any changes or anything like that to it.
[CUSTOMER][NEUTRAL] OK, so then the 938 is also the one that got kicked back. OK, so can I pay that?
[AGENT][NEUTRAL] 9:30. Yes, ma'am. January and February.
[CUSTOMER][NEUTRAL] The January, OK, so, um, invoice 517, is that February's invoice?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's the one I have a check for, so the only one I wanna pay with a credit card is gonna be the 938 for the 18,030. So can I do that right now?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, let me get it all um.
[CUSTOMER][NEUTRAL] Cause they told me because.
[CUSTOMER][NEUTRAL] OK, because [PII] told me the only one that that we only owed [PII]. She didn't tell me that we owed two months of premiums. So, OK.
[AGENT][NEUTRAL] Yeah, I sent an email. Let me look. I sent her an email back on if my fingers will work correctly.
[AGENT][NEGATIVE] Uh, um, that's why it's not working. Um, [PII] I sent the email regarding the January returned payment and then [PII] I sent the email about the February returned payment.
[CUSTOMER][NEUTRAL] OK, yeah, see I'm not that's why I wish I could be contact but that's not gonna change, so OK.
[AGENT][NEUTRAL] Yeah if if she just if she just wants to um she can email me directly um and we can get that updated way quicker than going through um the the care team that we use um she can email me directly and have the information updated to your information that way when something like this does come up we'll be we'd be emailing you instead of going through her and then her having to come to you and etc. etc.
[CUSTOMER][NEUTRAL] OK, alright, well then let me, so then let's take care of invoice 938 and that's the one for the 18,030. I'm gonna pay with a credit card and then I've got a check for February, um, so we, we're only gonna so and then I guess I'll just check period yeah hopefully this doesn't happen again um but I can't guarantee it. I don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So let me know when you're ready.
[AGENT][NEUTRAL] All right. I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The name on the card?
[CUSTOMER][NEUTRAL] Um, is G and G Marine, so the G, the Amper symbol, G, and then Marine. It's the corporate card.
[AGENT][NEUTRAL] OK. And the expiration date?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, bear with me. I'm gonna, um, I can only send the confirmation number to [PII], but I can also give it to you over the phone. Let's get this one processed. OK, excuse me, um.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] All right, that's been processed and uh
[CUSTOMER][POSITIVE] You don't even have to send one because I think I.
[AGENT][NEUTRAL] Um, and the confirmation number is 070.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] 26.
[CUSTOMER][NEUTRAL] Hold on a second, hold on a second. Wait, my, my pen stopped. OK, I'm sorry. 07.
[AGENT][NEUTRAL] 026 G.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 26 G. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, 07026G OK and then that is strictly just for invoice uh ending in 938, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] January. Yes.
[CUSTOMER][MIXED] [PII]'s invoice. OK, beautiful. All right, and like I said, I have a check. See, I was not aware that January's um payment was returned as well because she told me that I had to write a check immediately for 18,030. I wish I would have known that there were two. I would have done it for both, but at least we got this one taken care of, so.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, it's fine. Um, for.
[AGENT][NEUTRAL] On that February, I don't know if it's been mailed out or not yet, but, um, just make sure that it's somewhere that it's documented on there that it's the, um, a repla replacement funds for February.
[CUSTOMER][NEUTRAL] It, it hasn't I.
[CUSTOMER][NEUTRAL] A replacement fund. OK, all right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, replacement. All right, I'll have to, uh, I'll just write it, I guess on the, the part that you tear off for the check and put this as replacement funds for February. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That way whenever we get it we'll know exactly what it was for or what it's for and don't try to process it for another invoice.
[CUSTOMER][NEUTRAL] All right. I'm
[CUSTOMER][NEUTRAL] OK, I'm gonna, I'm writing it right now, [PII], replacement funds.
[CUSTOMER][NEUTRAL] For February invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, very good. Well, thank you for all your help. I greatly appreciate it. At least now I know I can get into the system and
[AGENT][POSITIVE] Yes, ma'am. No problem. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, there is [PII]ot. I think I've got, I've got everything that I need and we've got, so now we will be, so January is settled. You just need to check for February and we'll be up to date.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, um, has, yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. Thanks.
[CUSTOMER][NEUTRAL] Alright, perfect, because I don't think and I'm assuming that um the invoices come out at the beginning of the month typically so for um March when does March's in uh invoice?
[AGENT][NEUTRAL] March is already, um, is already available. It's already out there. Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I guess that.
[CUSTOMER][NEUTRAL] It's already out. OK, it's already out. Is that the one ending in 097?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, that is March's. OK, perfect. All right, great. Well, thank you so much for your help. I appreciate it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] No problem, [PII], and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye.