AccountId: 011433970860
ContactId: d19fda49-b2b3-48cb-abca-9aeaaf8654c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473649 ms
Total Talk Time (AGENT): 169634 ms
Total Talk Time (CUSTOMER): 225060 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/d19fda49-b2b3-48cb-abca-9aeaaf8654c6_20250618T15:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I, um.
[CUSTOMER][NEUTRAL] I, I, yeah, I, I, we just got set up with a new website.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm trying to make before I used to be able to have online to make a payment, do I need to only cut a check now or is there a way I can access that information?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, sir. I can help you with that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, OK, so first of all.
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] My name is, uh, [PII], uh, well, [PII]. You probably have me as [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good contact number just in case we get disconnected?
[CUSTOMER][NEUTRAL] And I.
[CUSTOMER][NEUTRAL] I'm working from home today [PII].
[AGENT][NEUTRAL] OK. That's [PII].
[CUSTOMER][NEUTRAL] No, no, [PII].
[AGENT][NEUTRAL] [PII]. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that group number, [PII]?
[CUSTOMER][NEUTRAL] The good is 17143.
[AGENT][NEUTRAL] All right. And just
[CUSTOMER][POSITIVE] I was able to click on group detail report and I downloaded the invoice.
[CUSTOMER][NEUTRAL] But that's a far I, I couldn't get it in PDF. You only have it in in in Excel, right?
[AGENT][POSITIVE] I believe, well, right now, they're working on that, so I do apologize for that.
[CUSTOMER][NEUTRAL] OK, no, that's not a problem. The thing is I wanna pay because we're already, you know, it's already past due.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that. Just one moment. Let's see.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so you're wanting to pay online. Let me get some verify some information real quick.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So [PII], um.
[AGENT][NEUTRAL] That is for South Florida Gem Ministries. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, a gapping network, uh, doing business at South Florida jail Ministry, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And can you verify the address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you so much and let's see.
[AGENT][POSITIVE] Waiting for it all to come up. I do apologize and um.
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] Can you verify the email address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] You're gonna have it under [PII], but I, I'm going under mine, so maybe I don't, that's why maybe I don't have the full access so then I need to go back with her. So hers is [PII].
[AGENT][NEUTRAL] Oh, no, sir. No, sir.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Uh, you wouldn't have to do that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I'll give you [PII].
[AGENT][POSITIVE] Thank you so much. All right. And thank you so much for verifying that. And let's get you set to where you'll be able to pay.
[CUSTOMER][NEUTRAL] That's what I'm logged in as.
[AGENT][NEUTRAL] Just one moment. OK, come on.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK [PII], what you will have to do, what you would need to do is click on the invoice number.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] How do I get that because the only thing I could do is I don't probably have full access then because uh.
[CUSTOMER][NEGATIVE] There's no place to click on an invoice number.
[AGENT][NEUTRAL] OK, does it say open invoices? Are you right where it says open invoices?
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] No, no, because I don't have administrator access. I'm just having like payment access.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Unless she needs to give me administrative access I don't you need, I don't need to call her now.
[AGENT][NEUTRAL] OK, you should be able to see the open invoices.
[CUSTOMER][NEUTRAL] Oh wait wait invoicing, OK, I didn't see a little thing there.
[AGENT][NEUTRAL] Yes, invoicing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I see invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I hope we kept our bank information. I hate to type it up again.
[AGENT][NEUTRAL] It should have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Alright, submit. I actually quite after you submit the, I'm just gonna submit this thing is late. I don't got time for it pay ACH next.
[CUSTOMER][NEUTRAL] Uh, payment day next.
[CUSTOMER][NEUTRAL] OK, I want to make sure you're pulling from the right bank account [PII]. That is correct, submit.
[CUSTOMER][NEUTRAL] And do I, can I get a, I, I like like a before I used to get like a print out that showed me.
[CUSTOMER][NEUTRAL] I pay like a verification because I like to say that uh.
[AGENT][NEUTRAL] You should get it, yes sir, you should get a confirmation.
[CUSTOMER][NEUTRAL] So is it, where I do that, print coupon or?
[AGENT][NEUTRAL] It just, once you send it, it should send you automatically. It's gonna take a minute.
[AGENT][NEUTRAL] But you can uh print your coupon as well.
[CUSTOMER][NEGATIVE] Mm, no, it just says bill amount due, yeah, it didn't give me it didn't say confirmation.
[AGENT][NEUTRAL] Or you should be able to.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do they email it to you or or EML uh.
[AGENT][POSITIVE] Yes, sir, they will, they will.
[CUSTOMER][NEGATIVE] Yeah, they emailed it, but I used to be able to reenter renew your budget in person. What the heck is that?
[CUSTOMER][NEUTRAL] 00 sorry I'm just uh.
[CUSTOMER][NEUTRAL] Yeah, I got the email, but before I used to, they used to, I should be able to get a like, uh, let me see how I used to get it before. Hold on a second.
[CUSTOMER][NEUTRAL] Uh, APL, let me see what I used to save.
[CUSTOMER][POSITIVE] APL print payment coupon. Yeah, I was able to print the payment coup coupon and save it as a PDF because that because that that way I have all like that's what we always do it in case the auditor wants to see something just makes things easier, not, not I can't do it with an email, you know, is there any way I can get that coupon.
[AGENT][NEUTRAL] I understand not right at this moment there is not, no, sir, but I mean there we're not able to download the invoices there that's in the process.
[CUSTOMER][NEUTRAL] OK dokey, I, uh, what I'll have to do is just, uh, just save the email. OK, it is what it is.
[CUSTOMER][NEUTRAL] Will, will that be changing soon?
[AGENT][POSITIVE] Uh, yes, sir. They're, uh, they're, they're working on getting that taken care of.
[CUSTOMER][POSITIVE] OK great great alright alright thank you so much.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, no, that was it. You, you got me. That's all I needed. OK, thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] Payment's done, everything is good.
[AGENT][POSITIVE] All right. Thank you. All right. Bye-bye.
[CUSTOMER][NEUTRAL] You too. OK. Bye, bye-bye.