AccountId: 011433970860
ContactId: dceeb780-fd2b-42d4-88b5-a660a16ebe6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182360 ms
Total Talk Time (AGENT): 94818 ms
Total Talk Time (CUSTOMER): 54472 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/dceeb780-fd2b-42d4-88b5-a660a16ebe6b_20250415T19:56_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 am online right now and I just wanted to be sure that we are on automatic payments, but I don't see it because they have the routing number and account number but it doesn't say that it's going to be processed. Can I give you our what do you need the invoice the group number or the invoice date?
[AGENT][NEUTRAL] OK, first, can I get your name and your group number?
[CUSTOMER][NEUTRAL] My name is [PII]. My group number is 269-51.
[AGENT][NEUTRAL] OK, Ms. [PII], let me look you up real quick.
[CUSTOMER][NEUTRAL] I'm online right now if you tell me.
[CUSTOMER][NEUTRAL] Where it says payment account.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I'm gonna need for you to please verify your group. Can you give me your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you I appreciate that and let me get your callback number just in case our call gets disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII]. I'm gonna transfer you on over now to group billing so that they can help you as far as letting you know if you're set up for auto pay. So it's gonna be a brief hold while I transfer you over, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][POSITIVE] All right, thank you and you have a wonderful day, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the care team. I've got um Miss, hi, I've got Miss [PII] on the phone. She is the contact person for group number 269-51.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] She's having some trouble paying. She, uh, she thinks that she's set up for automatic payments. Um, looking under billing, I don't see that. So I'm transferring over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we don't have autopay yet.
[AGENT][NEUTRAL] Yeah, I didn't think so, but I'm transferring her on over to you so you can help her further as far as uh paying her invoice.
[CUSTOMER][NEUTRAL] Yes ma'am, could you uh give me that callback number real quick?
[AGENT][NEUTRAL] Yes, ma'am. Her callback number is [PII].
[CUSTOMER][POSITIVE] All right, thank you. I'm ready for it.
[AGENT][POSITIVE] All right. Thanks, [PII]. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Yes.