AccountId: 011433970860
ContactId: e8fb5266-b360-4a12-86b8-feef6eb4f55b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360299 ms
Total Talk Time (AGENT): 104411 ms
Total Talk Time (CUSTOMER): 95488 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/e8fb5266-b360-4a12-86b8-feef6eb4f55b_20250425T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. This is [PII] in customer service. I have the contact person for group [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you said [PII]
[CUSTOMER][NEUTRAL] Um, she is calling in regards that she's having a billing, uh, question.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] OK, and this is gonna be hold on, my computer is slow.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said [PII] A.
[CUSTOMER][NEUTRAL] And it is
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] And who am I speaking with, sorry?
[CUSTOMER][NEUTRAL] Um, it will be [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Well
[AGENT][POSITIVE] Alright, I got it. Thank you sweetie.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] All right. You're welcome.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, this is [PII]. I work in the billing department with APL. How are you doing today?
[CUSTOMER][NEUTRAL] Good. I'm sorry, you said your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII]. I understand you had a question about the bill.
[CUSTOMER][POSITIVE] Alright wonderful.
[CUSTOMER][NEUTRAL] Yeah, I, I, we, I think we set up reoccurring payments.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My payment information is in there.
[CUSTOMER][NEUTRAL] I'd really rather not have to call every month to to make a payment if we could just set up a recurring payment.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, sure, let me look into this hold on just a moment. I'm looking at your account to see if that is actually set up, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you mind if I place you on a brief hold for a moment, please?
[CUSTOMER][NEUTRAL] No, not at all, go ahead.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you so much for holding for me. Yes, ma'am, you, you can do it online every month. we don't automatically take it. You have to go in and schedule it. Do you want me to send you the instructions?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] No, I mean, I don't understand why why this just can't be set up. I mean every other business does this.
[AGENT][NEUTRAL] Um, I can email them to you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I apologize. Um, yes, ma'am. Um.
[AGENT][NEUTRAL] You can edit it, um, each month to for it to schedule to pay, if that makes sense.
[CUSTOMER][NEUTRAL] But again I would have to go in every month and schedule.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] May I ask why? I mean, is that not a little odd?
[AGENT][POSITIVE] Yes, ma'am. I, I mean, I do agree. I can check with someone. I can give you a call back if you'd like for me to. What's your callback number?
[CUSTOMER][POSITIVE] I mean I would, I would appreciate because I mean I have so many like you know it's a company we have so many different bills going on it would just be nice to have it on you know auto pay and not have to worry about it because we don't like being late with our payments either so yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely, I agree.
[AGENT][NEUTRAL] Right. No, I agree, and I just want to verify that I am correct as well, [PII]. So thank you for your patience. What's your phone number? And let me give you a call back. What's your phone number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you [PII], that's [PII], correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, all right, thank you, [PII]. Let me just verify that my information is correct and we'll call you back, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, thank you so very much. I appreciate it, [PII].
[AGENT][POSITIVE] Alright. You're welcome. Thank you. Bye.
[CUSTOMER][POSITIVE] All right have a great day bye bye.
[AGENT][POSITIVE] You too, [PII]. Thank you bye bye.