AccountId: 011433970860
ContactId: d4f1319e-476e-4a27-ae50-cbfc13f27bc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 555010 ms
Total Talk Time (AGENT): 217378 ms
Total Talk Time (CUSTOMER): 211192 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/d4f1319e-476e-4a27-ae50-cbfc13f27bc8_20250227T22:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to make a payment for some a premium on a business.
[AGENT][NEUTRAL] Uh, for a group?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], my callback number is [PII].
[AGENT][POSITIVE] Thank you. And may I have the group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Group number. Let me see if I could find it on the website. Uh, it's 26,430.
[CUSTOMER][NEGATIVE] I was trying to make the payment online, but I don't see how to make the payment.
[AGENT][POSITIVE] Oh, I can, I can assist you with that.
[CUSTOMER][NEUTRAL] I'm in, I'm in, I'm in my billing and I'm like, OK, how do I make the payment?
[AGENT][NEUTRAL] OK, I can give you instructions. May I have the name of the group and the mailing address for verification?
[CUSTOMER][NEUTRAL] The the group what?
[AGENT][NEUTRAL] The name of the group and the mailing address for verification.
[CUSTOMER][NEUTRAL] What, what was
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Omega Institute of Cosmetology [PII].
[AGENT][NEUTRAL] OK, thank you. Alright, so you're gonna go ahead and click on open invoice.
[CUSTOMER][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] I did not click on that. Let's see it says OK now I go to.
[CUSTOMER][NEUTRAL] Submit invoice?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] It's uh, OK. Oh my [PII]. OK, let's see, electronic funds transfer.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You was close
[CUSTOMER][NEGATIVE] I know, I'm like, I know I do this all the time and I'm like, I am so lost. Let's see next.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm looking at is this payment late?
[AGENT][NEUTRAL] Um, let's see
[CUSTOMER][NEUTRAL] I just happened to pick up the billing and I'm like.
[CUSTOMER][NEUTRAL] Would this payment be late because it was due on [PII]?
[AGENT][NEGATIVE] Oh no. Mm mm, no.
[AGENT][POSITIVE] You're not late at all.
[CUSTOMER][NEUTRAL] Because this is for the, OK, so this is for the February payment or?
[CUSTOMER][NEUTRAL] Is that what this is? What we'd collected.
[AGENT][NEUTRAL] Let me check and see what um do you have the invoice number so I can check on that?
[CUSTOMER][NEUTRAL] I do, uh-huh, it's 638-334-2.
[AGENT][NEUTRAL] OK, let me put that in one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, yeah, that's an invoice that was created on [PII]. Um, no, you still have some time to pay it.
[AGENT][NEUTRAL] So you're not late. Mm.
[CUSTOMER][NEUTRAL] OK, I just wanna make, OK, OK, I just wanna make sure, um, let's see what else I wanna, how can I get.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A notification on my email that this is due.
[CUSTOMER][NEUTRAL] Or when it comes available for me to pay.
[CUSTOMER][NEUTRAL] Without having to just remember this, like to go into.
[CUSTOMER][NEUTRAL] And I think we get it by paper too.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] There's 2 of us in the office and so I don't always get what's coming through. I'm the owner.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me check and see. I know there is some um
[AGENT][NEUTRAL] There's a place that you can get notifications on it. Um, let me check and see how you can set that up. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] can pay online.
[AGENT][NEUTRAL] 978.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's licensing policy terms.
[CUSTOMER][NEUTRAL] Would it be under
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Group contact info? No, huh, let's see.
[AGENT][NEUTRAL] Mm mm. No. And hm.
[CUSTOMER][NEUTRAL] manage cheese or anything in there.
[AGENT][NEUTRAL] Yeah, I'm trying to see. I know that they have this feature for the members. um, let me check and see if it's available for the groups, um.
[CUSTOMER][NEUTRAL] Payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just make payment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Hm, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This feels like he has it for the group.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, it doesn't have it for the group.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, I have another question for you. When I am bringing up the portal, it does prompt me it they have a prompter and it says important billing notice update to the ACH bank details.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So is there anything I need to do with that? Because I, I am ACH.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And it just says,
[CUSTOMER][NEUTRAL] Go
[AGENT][NEUTRAL] I'm sorry, um, you can just put it, um, set it up ACH so every time you go in you just click on submit it and that's all. Like you don't have to go to the troubles of putting all the information again, but you still need to initiate the payment every month because since it's a group and groups can change by either removing a member or something like that, then um yeah, it, it cannot be electronically or, you know, automatic, but um you can.
[CUSTOMER][NEUTRAL] Sure. Yeah.
[CUSTOMER][NEUTRAL] Is that mine's ACH, huh?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ours is ACH? Yeah, so I don't have to do anything with it then because it just says, it just says the payments, it says the ACH payments and the address to the male group premiums have changed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh yeah, that's probably because this is your first payment and you have put the information of the payment and you're doing the payment electronically, correct?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I am doing it, I don't know, from the account. I thought it was ACH but maybe not.
[AGENT][NEUTRAL] Yeah, ACH it will be ACH if you're doing it electronically, like if your information of your bank there to have us, um, automatically taking it out. Yeah, OK, so basically if you get a notification, it's just saying that you set up the ACH or that you have made a payment that you have make changes basically because it was not there before.
[CUSTOMER][NEUTRAL] Yeah, it's already in there.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, um, let's see what else I wanna, I think that's it. So no matter what, I have to go in and initiate the payment because of changes and stuff like that, so.
[AGENT][NEUTRAL] Yes. Yes. Mhm. Yeah, we don't have an automatic. Mhm.
[CUSTOMER][NEUTRAL] Yeah, and that, yeah, and that's OK.
[CUSTOMER][NEUTRAL] Yeah, no, that's good. OK, alright, I think I have all my questions answered then we gotta pay. That was the, what the invoices come out when on the first of each month. Is that how these invoices?
[AGENT][NEUTRAL] They usually do. Mhm, yeah, they usually uh go out on the first of each month. So what you can do is check on the first of each month uh for the invoice, and if you don't see it there, you can just let us know that you're checking on it, but usually it's there by the [PII], OK?
[CUSTOMER][NEUTRAL] OK, so I should be getting more than.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, thank you so much. I appreciate your assistance.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, you did a great job. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] Uh-huh, you too, bye bye.
[AGENT][POSITIVE] Thank you. Mm bye bye.
[CUSTOMER][NEUTRAL] Bye bye bye bye.
[AGENT][NEUTRAL] It