AccountId: 011433970860
ContactId: d4e066f7-be05-4d91-8ab8-925c2e5784bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230339 ms
Total Talk Time (AGENT): 123004 ms
Total Talk Time (CUSTOMER): 75417 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/d4e066f7-be05-4d91-8ab8-925c2e5784bd_20250623T12:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I need to make a payment.
[AGENT][NEUTRAL] OK. Yes, ma'am. Are you, are you with the group or are you your own individual policy?
[CUSTOMER][NEUTRAL] With the, with the group.
[AGENT][NEUTRAL] Thank you. Can you please give me your group number?
[CUSTOMER][NEUTRAL] Sure, the group number is 26912.
[AGENT][POSITIVE] Thank you. And what's the name of the group, please?
[CUSTOMER][NEUTRAL] It's under qualified data systems.
[AGENT][POSITIVE] Thank you, ma'am. And tell me your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and just can you verify the mailing address and your email address for me, please?
[CUSTOMER][NEUTRAL] I don't have the email address, but the, the street address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, [PII]. And can, can I just get your callback number in case we get disconnected, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. OK, uh, what invoice are you paying today?
[CUSTOMER][NEUTRAL] I, I think there should probably be 2 due, right? The one for May and the one for June.
[AGENT][NEUTRAL] Yes, ma'am. So that total, um, for.
[CUSTOMER][POSITIVE] Yes, I would
[AGENT][NEUTRAL] It'd be 97494. You want, that's the full amount. You want to pay the full amount?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Yes ma'am. Give me one moment to get myself ready and I will take that, take that payment for you, OK?
[CUSTOMER][NEUTRAL] OK. I was trying to register online, but I tried all the emails that I could and I couldn't find, can you give me that information so that I can set it up?
[AGENT][NEUTRAL] OK, so were you
[AGENT][NEUTRAL] You're [PII]. She's a group. Did you have it? Were you what we did was we updated our, um, our online service center.
[AGENT][NEUTRAL] Let me see if you were on the last account yes ma'am give me one moment.
[CUSTOMER][NEUTRAL] Yeah, I tried all the emails that could.
[AGENT][NEUTRAL] Yeah, Yeah, let me see what I can find for you one moment for me.
[AGENT][NEUTRAL] OK, yes, so you, you are, you are the administrator. So the email that we have is [PII]
[AGENT][NEUTRAL] [PII]. So what you'll have to do, we updated our online service center. You'll have to go in and create a new, new account and just put in all your credentials again.
[CUSTOMER][NEUTRAL] That's what I've tried
[CUSTOMER][NEGATIVE] Yeah, I tried to do that and it didn't. I put in that email and it they told me invalid or.
[AGENT][NEUTRAL] It it
[AGENT][NEUTRAL] OK. What phone number did you use? Let me make sure we have the phone number right. What phone number?
[CUSTOMER][NEUTRAL] I, I, I'm not sure. I don't think I put a phone number because I don't think it was required. But what phone number do you show?
[AGENT][NEUTRAL] I was thinking it was required, it may not be. I'm showing [PII].
[CUSTOMER][NEUTRAL] Yeah, that's my boss. OK, I'm, I'll try putting that in next time and see what happens.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Let, let us say if you still have trouble with it, we'll be glad to help you.
[AGENT][NEUTRAL] So we're gonna do that.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] The invoice for um May and June and that total is gonna be 974 94, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could we go ahead and pay that by the business checking account?
[AGENT][NEUTRAL] I'm not able to do a checking account on the phone. I can only take a credit card over the phone.
[CUSTOMER][NEUTRAL] Credit card. All right. So I'll have to give you a call back.
[AGENT][POSITIVE] All right. You're welcome, [PII]. You have a great day. All right, bye-bye.
[CUSTOMER][POSITIVE] All righty. Thank you. All right. Bye-bye.