AccountId: 011433970860
ContactId: d19e7bce-5501-497e-a808-030b4ec97781
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330420 ms
Total Talk Time (AGENT): 101409 ms
Total Talk Time (CUSTOMER): 133426 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/d19e7bce-5501-497e-a808-030b4ec97781_20250331T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm all right. It's Monday. Um, so I have a lady on the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Line he's wanting to make a payment for this group. The lady's name that I'm speaking with is [PII].
[CUSTOMER][NEUTRAL] She's calling on group 80087.
[CUSTOMER][NEUTRAL] Escoar Corp.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The invoice number [PII] is 6386396.
[CUSTOMER][NEUTRAL] And the amount being paid, she says, is 241.61.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now I just want to, I just wanna clarify something she also asked me if this group was set up for automatic payments.
[CUSTOMER][NEUTRAL] But we're not doing that right?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, we do not do any kind of bank draft.
[CUSTOMER][NEUTRAL] I didn't tell her that because she's not.
[CUSTOMER][NEUTRAL] Yeah, I didn't, but I didn't tell her any of that since um.
[CUSTOMER][NEUTRAL] She's not listed as the contact I mean she verified everything, but I didn't wanna give her too much information.
[AGENT][NEUTRAL] Um, let me look at something real quick. Wow was it's not in.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I mean, I didn't see anything on the guru.
[CUSTOMER][NEUTRAL] Card, but you know, I just wanted to make sure as far as the payment thing.
[AGENT][NEUTRAL] OK, um, you can send it to me.
[CUSTOMER][POSITIVE] All right. Well, thank you so much. Have a great day, [PII].
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][POSITIVE] Uh, thank you. Bye-bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes ma'am, this is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling because I needed to make a payment and also I wanted to verify I think um we had tried to set up for automatic debit of the premium and so I wanted to know if that had been done.
[AGENT][NEUTRAL] OK, I can definitely uh assist you with the payment for um the group unfortunately we do not um do any kind of bank draft at the group level.
[CUSTOMER][NEUTRAL] So, no ACH.
[AGENT][NEUTRAL] You can do the group can do an ACH, but they'd have to the contact person that we have on file would need to request that ACH information and then they um it would need to be set up with the bank on y'all's end and y'all have to initiate that each month we don't do any kind of bank draft.
[CUSTOMER][NEUTRAL] OK. Yeah, I think we requested it. They emailed it to us and we did it.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] But that's not, you don't, you don't, uh, you don't do it. We are the ones that have to like just pay through the bank account is what you're saying?
[AGENT][POSITIVE] Yes, y'all, if y'all wanna set it up with an um, as an ACH it's something that y'all would have to initiate on y'all's end each month.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So, you haven't received a payment for this yet?
[AGENT][NEUTRAL] For the April invoice?
[CUSTOMER][NEUTRAL] I'm wondering if it's
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, ma'am. We have not.
[CUSTOMER][NEUTRAL] OK. So let me just make a payment now.
[AGENT][NEUTRAL] OK, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK. It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Expires [PII].
[AGENT][NEUTRAL] And what's the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell your last name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty and the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and I'm gonna send this confirmation number to the email address we have on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, alright, let me get that processed.
[AGENT][NEUTRAL] All righty, [PII], that's been processed and, uh, [PII] will receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's all. Thank you very much.
[AGENT][POSITIVE] All right, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye.