AccountId: 011433970860
ContactId: d927f543-1b53-4acf-a4b8-22777ee53c15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 971830 ms
Total Talk Time (AGENT): 331081 ms
Total Talk Time (CUSTOMER): 374164 ms
Interruptions: 10
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/d927f543-1b53-4acf-a4b8-22777ee53c15_20250324T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, uh, I'm trying to pay my invoice. We are new in the plan. Our company right now I'm locked in but I don't see where I could pay. I have the open invoices.
[CUSTOMER][NEUTRAL] Um, but I only have the option to print.
[CUSTOMER][NEUTRAL] So where do I go to pay?
[AGENT][NEUTRAL] OK, if I could just get your group number real quick.
[CUSTOMER][NEUTRAL] Yes, my group number is.
[CUSTOMER][NEUTRAL] The policy or the group number?
[AGENT][NEUTRAL] The group number.
[CUSTOMER][NEUTRAL] 269-51
[AGENT][NEUTRAL] Alright, give me 1 2nd.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm the office manager.
[AGENT][NEUTRAL] Oh, it's nice to meet you, Ms. [PII]. Would you mind giving me your physical address and your phone number just in case I need to verify?
[CUSTOMER][NEUTRAL] Yes, [PII] phone number [PII].
[AGENT][NEUTRAL] OK, I've got that thank you so much for verifying that for me right so when you're on the um online service center oh let me yeah oh is that a good call back number for you the the one that you gave me that we have on file is that a good call back number for you? OK good OK so while you're on the online service center under where it says open invoices if you click on the invoice and have it open up where you can see each line.
[CUSTOMER][POSITIVE] Yes, yes, yes, yes.
[CUSTOMER][NEUTRAL] Yes, I have the I see the invoices open invoices, then I see the invoice number, the amount, and to print, but where, where do I click after that?
[AGENT][NEUTRAL] If you click on the invoice number itself it should show you on your screen each line that is on the invoice.
[CUSTOMER][POSITIVE] Yes, uh-huh, join it.
[AGENT][NEUTRAL] Do you have that? Now there should be a blue bar just above everyone's name that's on the invoice that uh gives you an option to submit invoice.
[CUSTOMER][NEUTRAL] Oh wait, do I click on submit invoice?
[AGENT][NEUTRAL] Yes ma'am, if you, as long as you've made all your adjustments, if you're just gonna pay it in full with no changes, yes ma'am, just put submit but if you would like to make any changes, say someone termed or if you would like to add.
[CUSTOMER][NEGATIVE] No, no, no, I don't, no, no, I don't want, no, I don't want to make any changes, no, because we are new.
[AGENT][NEUTRAL] OK, yes, yes, ma'am. So click.
[AGENT][NEUTRAL] Just click submit.
[CUSTOMER][NEUTRAL] And then it gives me the option check by mail one time electronic from transfer is that the one I select?
[AGENT][POSITIVE] Yes ma'am, you wanna, if you're paying online, you wanna do the one time transfer um and it'll take you step by step from there.
[CUSTOMER][NEUTRAL] Yeah, OK, and then I do next, uh huh.
[CUSTOMER][NEUTRAL] Oh, OK, OK, and now set up reconcile data 325.
[CUSTOMER][NEUTRAL] For an account, then I have to add the account, OK.
[AGENT][NEUTRAL] Yes, ma'am. So if you
[CUSTOMER][NEUTRAL] Oh, and then from there I just
[AGENT][POSITIVE] You can send it through that, yes, ma'am. That by it should, it should walk you through it.
[CUSTOMER][NEUTRAL] Mhm yes OK.
[CUSTOMER][NEUTRAL] If you don't mind, if you don't mind staying to be sure that everything goes OK, you know, mhm.
[AGENT][POSITIVE] I don't mind at all.
[CUSTOMER][NEUTRAL] OK, let me, let me do the, the routing number and all of that.
[AGENT][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's telling me that the routing number doesn't match [PII].
[CUSTOMER][NEGATIVE] I don't know why it says it doesn't match when I just see it exactly the same.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] It looks like
[CUSTOMER][NEUTRAL] Account number, well, OK, they say yes.
[CUSTOMER][NEUTRAL] But I put it in, I don't know what did I put next? No, it doesn't. Let me try it, put it in again, but I 0 60.
[AGENT][NEUTRAL] Let me refresh my screen and see if it took it.
[CUSTOMER][NEGATIVE] Let me tell you, your, your system is really not user friendly at all.
[AGENT][NEUTRAL] Oh, I hate to hear that. I have, that's not something I've heard before. I'm so sorry.
[CUSTOMER][NEUTRAL] Really? Really?
[AGENT][NEUTRAL] I haven't, yeah, I haven't seen it from uh the group's perspective. I can only see it from my side and um
[AGENT][NEUTRAL] I, so I don't know exactly what that looks like.
[CUSTOMER][NEUTRAL] Yeah, because you have to like invent, you know, where did you go?
[AGENT][NEUTRAL] I tell you what I'm gonna do. I have a user guide just for any future reference that if you want to do something.
[CUSTOMER][NEUTRAL] Come, come, come, come here, [PII], because it keeps telling me that I'm putting it wrong and I put it exactly the same. The routing number [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know it's because it's telling me in red routing number must match, account number must match. They are matching.
[CUSTOMER][NEUTRAL] Should I just start over? This is I put it twice.
[AGENT][NEUTRAL] I'm, I'm not sure.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Because we don't have anything on file so it would have to be.
[AGENT][NEUTRAL] Something along the lines of what the routing number matching the bank information I would assume.
[AGENT][NEUTRAL] Because we don't have anything on file for you.
[CUSTOMER][NEUTRAL] Shot, huh.
[CUSTOMER][NEUTRAL] Let me go back, go back to see if I started over, go back, you know.
[CUSTOMER][NEUTRAL] Select the payment add an account.
[CUSTOMER][NEUTRAL] I'm going to put it again.
[CUSTOMER][NEUTRAL] No, no, no, I can also.
[CUSTOMER][NEGATIVE] Oh, that's stupid thing.
[CUSTOMER][NEUTRAL] You know it's my mistake. I was putting the routing number and then the account number OK.
[AGENT][POSITIVE] Oh, you just flipped them. Oh, that's so easy to do. I do that kind of thing all the time.
[CUSTOMER][NEUTRAL] I saw they were asking me, you know, as, as Norman.
[CUSTOMER][POSITIVE] Now, I took it. OK, now it's OK.
[AGENT][POSITIVE] Oh, good, yay.
[CUSTOMER][NEUTRAL] OK, OK, and then I do edit review all information edit or save.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Um, I would, I would say that, yes, ma'am.
[CUSTOMER][NEGATIVE] I better save it, no.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] So I just sent you an email it's gonna have a user guide on there for our online service center. Most of the things that you can do on the online service center should be explained on there on how to do it. You can always give us a call, but I just wanted you to have this for reference.
[CUSTOMER][NEUTRAL] And now, uh, is, OK, now I could pay the full next, I'm going to pay the first one next.
[CUSTOMER][NEUTRAL] Payment day, submit.
[CUSTOMER][NEUTRAL] You know, I pay first before the [PII], but it doesn't matter because we are almost there.
[AGENT][POSITIVE] OK, I do see that set up, so you're on the right track.
[CUSTOMER][NEUTRAL] I authorize to make but it doesn't let me.
[CUSTOMER][NEUTRAL] Yeah, but it, it, it says confirm payment information. Please verify, you know what? let me cancel this one because this is the [PII] and my boss will get a fit is why I'm paying April when it's not April yet, so go back.
[CUSTOMER][NEGATIVE] Oh, it, it apparently took it, no.
[AGENT][NEUTRAL] I, that one has been scheduled, yes, ma'am.
[CUSTOMER][NEUTRAL] Confirmation number yes.
[CUSTOMER][NEUTRAL] OK and then let me go back to the other one.
[CUSTOMER][NEGATIVE] Lost this one.
[CUSTOMER][NEUTRAL] Then go to this one.
[CUSTOMER][NEUTRAL] I have some meeting voice. No, I have to go to some meeting voices all the time next.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Now there is a place I apologize I don't know where off the top of my head that you can save that banking account information that you don't have to enter it in each time, but.
[CUSTOMER][NEUTRAL] That goes side right.
[CUSTOMER][POSITIVE] I, I think I, I already, it's safe, it's safe, it's safe, it's safe because it's telling me it's safe.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] It's just saved in the system that does not mean that we will automatically draft it's just saved in there for your convenience.
[CUSTOMER][NEUTRAL] Yeah, they said that we have to pay every time we have to.
[CUSTOMER][NEUTRAL] How's it.
[AGENT][NEUTRAL] I will say though um since you guys um are with a broker that is with the national agency solutions, the um the brokerage for the insurance, there is an auto pay, an auto draft that we are testing out at this time and because you're a group in that group we can offer that to you if you would like.
[AGENT][NEUTRAL] Um, unless you would like to pay this monthly just to keep an eye on it. Alright, if you would, I sent you an email with the user guide. If you could just respond to that email and let me know that you would like to set up auto draft, I can get that started. I just have to have that from you first.
[CUSTOMER][POSITIVE] Oh, that would be great.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, I will respond for that. Let me just bring this um.
[AGENT][POSITIVE] Just to say hey, I would like to set up auto draft and I will get it over to the right person to get that set up.
[CUSTOMER][POSITIVE] Oh OK, that would be great, you know, and then let me set up this one.
[AGENT][NEUTRAL] Takes one more thing off of your plate.
[CUSTOMER][NEUTRAL] No, I know, I.
[CUSTOMER][NEUTRAL] I'm glad you, you're telling me that because a while ago they told me no, you cannot do it.
[AGENT][NEUTRAL] Well, like I, it's we're in testing right now and um it's just a small group of our, it's just a small portion of our groups that we're offering it to and um in [PII] actually and it's just the groups that are with the National Agency solutions. So Roger, your broker, he is part of National Agency Solutions and so that's why we're able to offer it to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. OK, so.
[CUSTOMER][NEUTRAL] I think everything is paid now.
[CUSTOMER][NEUTRAL] I don't know if you are able to see it. It takes some time, but I got a confirmation number and everything.
[AGENT][NEUTRAL] Uh, let's see, let me refresh here.
[AGENT][NEUTRAL] You should be good if you got that. I'm just refreshing my screen to see what they, what it's got here.
[AGENT][NEUTRAL] Yes ma'am, I have all 3 of them scheduled.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Is there any way we could stop the the one of [PII] or no?
[AGENT][NEUTRAL] Um, I believe so. Let me get with the colleague because I believe I've seen that.
[AGENT][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] Because I didn't realize I thought it was the other way around the first one.
[AGENT][NEUTRAL] Yes ma'am, I understand. Let's see here.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Since this is something new.
[CUSTOMER][POSITIVE] Oh yeah, I like all better really.
[AGENT][NEUTRAL] All right, let's
[AGENT][NEUTRAL] So it's gonna be the April invoice, well, yeah, April invoice.
[AGENT][NEUTRAL] Number 638-6209.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To [PII].
[AGENT][NEUTRAL] So just some test.
[AGENT][NEUTRAL] OK, so just unsubmitting it.
[CUSTOMER][NEUTRAL] Did you see
[AGENT][POSITIVE] I believe that I'll be able to do that. Let me just make sure.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] She's just letting me know how to do it.
[AGENT][NEUTRAL] Yes, if you answer. Oh, OK, it looks like I can do that pretty easy. Let's see here.
[AGENT][NEUTRAL] What I'm gonna do is open it back up and it will cancel the scheduled uh payment so it's running that right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Successfully
[CUSTOMER][NEUTRAL] And then probably I will have to pay it on [PII] and then after that uh you know after I answer back.
[CUSTOMER][NEUTRAL] Let me just answer back to your email right now.
[AGENT][NEUTRAL] All right, so I've got that open back up so that it should not go through.
[CUSTOMER][NEUTRAL] I just have to wait.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] [PII], thank you very much for all your help.
[CUSTOMER][NEUTRAL] And I would say, please.
[CUSTOMER][NEUTRAL] Set set up automatic pay or we would like to because the.
[AGENT][NEUTRAL] Auto draft.
[CUSTOMER][NEUTRAL] Uh, just you call it auto draft, OK.
[AGENT][POSITIVE] Yes, please. That way I could just get it over to the right person.
[CUSTOMER][NEUTRAL] For for future.
[CUSTOMER][NEUTRAL] For future payments, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And so you'll still have to pay the [PII] the same way you did today, but the next one that generates.
[CUSTOMER][NEUTRAL] Yeah, that's what I thought.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Mhm then it will be OK perfect thank you you have been very nice, OK? And then I'm going to.
[AGENT][POSITIVE] Oh, well, I'm so glad I could help. You actually helped me learn something new today. I didn't know that I could help uh stop any uh scheduled payments, so that helped me learn today too. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Oh, that's good. OK, thank you. OK, bye bye I think.
[AGENT][POSITIVE] You have a great afternoon and if there's anything else I can help you with, you just let us know.
[CUSTOMER][NEUTRAL] The same to you.
[CUSTOMER][POSITIVE] Yes thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.