AccountId: 011433970860
ContactId: d5058837-7ac9-4887-980e-a9b0703b2797
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235699 ms
Total Talk Time (AGENT): 93031 ms
Total Talk Time (CUSTOMER): 92694 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/d5058837-7ac9-4887-980e-a9b0703b2797_20250227T17:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. I hope you're having a lovely day. My name is [PII], and I am the benefits administrator for Bree LLC.
[CUSTOMER][NEUTRAL] And I had a question um I know you guys have our account set up for ACH, but I was wondering, is there a way that there can be automatic payments so I don't have to keep going in and do making the payment manually like just submitting the payment in case like I'm out of town or I'm along with the company or something like.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, Ms. [PII], I can absolutely um make sure that you get the information that you need for auto pay. um can I please get your group number?
[CUSTOMER][NEUTRAL] Uh, group number, where can I find that? Let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, it's 25.
[CUSTOMER][NEUTRAL] 853.
[AGENT][NEUTRAL] OK, let me look up your.
[AGENT][POSITIVE] real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], for security reasons can you please just verify your email address for the group?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then your address for the group, please.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying your group for me Miss [PII]. I'm gonna go ahead and let you speak with group billing so that can assist you further as to whether or not you can be on auto pay for your group OK?
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] It's gonna you're welcome it's gonna be a brief hold. I'm gonna let them know that you've already verified the group so you won't have to do that again.
[CUSTOMER][POSITIVE] I really appreciate it.
[AGENT][POSITIVE] You're welcome. You have a good day and thank you for calling APL. I'm gonna go ahead and transfer you over to them now.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I've got um Ms. [PII] on the phone. She is with number 258-53.
[AGENT][NEUTRAL] She's calling from number [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's calling because she wants to talk to somebody about setting her group up on auto pay.
[CUSTOMER][NEUTRAL] OK, um, so we don't actually offer auto pay for groups, um, but I can, I can let her know that and I can give her her other options.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome thank you so much. You have a good day. We'll talk to you later bye bye, man.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thank you [PII] bye bye.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][POSITIVE] Thank you for calling APL