AccountId: 011433970860
ContactId: dd95312e-a328-4992-a89c-d3627664d394
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230619 ms
Total Talk Time (AGENT): 132443 ms
Total Talk Time (CUSTOMER): 91509 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/dd95312e-a328-4992-a89c-d3627664d394_20250204T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you this afternoon?
[AGENT][POSITIVE] Hey, I'm doing good how are you?
[CUSTOMER][NEUTRAL] Good thanks um I have a group on the line and she just needs to make a payment.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, what is that group number?
[CUSTOMER][NEUTRAL] Uh, group number is gonna be 236-47, should come up for a Miller, Sullivan, and associates.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] And we are speaking with Ms. [PII].
[AGENT][NEUTRAL] Miss [PII], OK, I see her here. All right, I've got them pulled up. Um, and do you happen to have their callback number?
[CUSTOMER][NEUTRAL] I do. It's the [PII].
[CUSTOMER][NEUTRAL] [PII] and then I also have the invoice if you want that the number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, what is the invoice number?
[CUSTOMER][NEUTRAL] Invoice number she gave me was 6380077.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see, um, it looks like that one's already been paid, but, um, I'll confirm that with her.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Yeah they may have um already had somebody pay that but that was their February invoice so they're actually paid current but I'll go over that with her that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate you, [PII]. Thanks so much.
[AGENT][POSITIVE] No problem. Mhm thank you.
[CUSTOMER][NEUTRAL] Here she comes. Yup.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Miss [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Hi how are you doing today?
[CUSTOMER][NEUTRAL] Um, I just need to pay my February invoice.
[AGENT][NEUTRAL] OK, yes ma'am, I've got your group information pulled up um and it looks like um we actually show that that February invoice was already paid um it looks like it posted on the [PII], um, if you'll give me just a moment I can look and see, you know, how that was paid if you need that information.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Um, it probably was over the phone. I just got another letter in the mail, um, and so I was like, oh shoot, maybe I didn't go through or something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah it might be our um paper invoices usually go out the last week of the month um so they would have went out the last week of January and so it could have just been timing maybe um let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like it was paid online um.
[AGENT][NEUTRAL] Yeah, so the group is actually paid through February, so there's no open invoices currently due, so you're all caught up.
[CUSTOMER][NEUTRAL] OK perfect so it was paid online on what day?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] 27 [PII] OK perfect um and is there any way to not get the paper billing and just have that go through email or
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah we can do that um we can turn off those paper bills let me see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I'll go ahead and take care of that and so going forward with starting with the March invoices, then you guys will no longer receive the paper invoices you'll just get the email letting you know that an invoice is available online, OK?
[CUSTOMER][NEUTRAL] OK perfect and there's no way to set that up on auto pay, is there?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, there's not, we don't have an auto pay feature, um, it just has to be initiated each month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no worries. Well, that sounds perfect. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, you're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, I think that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Uh bye bye.
[CUSTOMER][NEUTRAL] Bye.