AccountId: 011433970860
ContactId: dca47914-afea-4a4d-baaa-7b36a49b69db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341100 ms
Total Talk Time (AGENT): 130755 ms
Total Talk Time (CUSTOMER): 156366 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/dca47914-afea-4a4d-baaa-7b36a49b69db_20250131T20:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How are you? My name is [PII]. I'm with Mid City Veterinary Hospital, and, uh, I need to pay a bill with you guys, and I thought it was on autopay, but apparently it's not, so I need to pay it and make, make, put it on the autopay if I can.
[AGENT][NEUTRAL] Uh, I can check and see if there's a possibility, Mr. [PII]. Um, do you have the group number or the I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Group number is 26628.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, here we go. And I need to verify the mailing address and your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, mailing, uh, the my, it's [PII] is the email.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Thank you. All right, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we do not offer autopay unless you do it through your bank, um, but you have to initiate the payment every month.
[CUSTOMER][NEUTRAL] OK, I thought we had done.
[AGENT][NEUTRAL] Um, to the online.
[CUSTOMER][NEUTRAL] OK, that's fine. Uh, can I pay the bill now, please?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, yes, we can take a credit card payment. I just need to get, um, the billing department to take that payment for you, OK? There's no additional payment, I mean, additional charges, it's just a regular payment, OK?
[CUSTOMER][NEGATIVE] OK, my question, so you can't do the auto pay. You can't. I have to pay it every month. It's just you're gonna send me a bill in the email because I don't get it. I don't get a paper bill for some reason. So you're sending a bill in the and then I'll just pay it that way, is that what you're saying?
[AGENT][POSITIVE] Correct
[AGENT][NEUTRAL] That is correct, yes, mhm, you will, you can either pay it like manually or you can pay it through the online service center, but you're gonna get one monthly.
[CUSTOMER][NEUTRAL] OK, alright, that's a shame. OK. All right, go ahead, give me, give me the person I can pay with.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment, let me get the billing department on the line.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing fine. So how are you? Thank you for asking.
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a group in the line. I got the main contact person. He's trying to make a payment over the phone.
[CUSTOMER][NEUTRAL] OK. And that group number?
[AGENT][NEUTRAL] And the group it's 26628.
[AGENT][NEUTRAL] And I got [PII] on the line.
[AGENT][POSITIVE] All the information is the correct information.
[CUSTOMER][NEGATIVE] Oops, my screen just went back.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Not time yet, not time yet.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Wait a couple of more hours.
[CUSTOMER][NEUTRAL] Well, yeah, and that's not, so do you have a good con uh contact number?
[AGENT][NEUTRAL] Yes, uh-huh, he gave me [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] And you have.
[AGENT][NEGATIVE] He did not provide me with an invoice or the amount.
[CUSTOMER][NEUTRAL] You got
[CUSTOMER][NEUTRAL] That's OK. You have [PII] on the phone, wanting to make a payment and so.
[AGENT][NEUTRAL] Yes, I got, I got Mr. [PII] on the phone. Mhm.
[CUSTOMER][NEUTRAL] OK, and he's wanting to make a payment on their group. I can help him with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you let me know when you're ready.
[CUSTOMER][NEUTRAL] Alright, you can, you can send him on. I'll just, I, I, I'm having to log in.
[AGENT][POSITIVE] Oh, OK, OK, got you. OK, let me put him in. Mhm. All right. You're welcome. You too. Enjoy your weekend.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right. Thank you so much, dear. You have a wonderful weekend if I don't speak to you.
[CUSTOMER][POSITIVE] Uh thank you.
[AGENT][POSITIVE] You're welcome. Thank you for holding and being patient for me, Mr. [PII]. I got Ms. [PII] on the line. She's in the group billing department and she's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in group billing, um, so so that you were wanting to make a payment on your group, is that correct? I do. Uh, it's just a shame that I can't do it, uh, like auto draw. You guys are do auto draw, huh? You don't have a system to do that?
[CUSTOMER][NEUTRAL] Um, no, sir, but you can't pay it online.
[CUSTOMER][NEGATIVE] Well yeah, I try to do that, but I don't get a bill, so I didn't get a bill until now I'm 3 months behind and I don't understand how that happened because I thought it was on auto draw before and it's not apparently and she says you guys don't have that so I don't know if somebody we don't.