AccountId: 011433970860
ContactId: f1bc8f74-79c9-4b83-ab58-a1f827352882
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 546669 ms
Total Talk Time (AGENT): 275746 ms
Total Talk Time (CUSTOMER): 191947 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f1bc8f74-79c9-4b83-ab58-a1f827352882_20250124T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][POSITIVE] Hey, [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, I have a group on the phone that's wanting to make a payment over the phone. They're trying to set up their OSC, but they need to send us some information to update some information that matches.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Um, but the group number is 267-81.
[CUSTOMER][NEUTRAL] Sales American cap in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did they give you any invoice information or amount or anything?
[CUSTOMER][NEUTRAL] Uh, she's wanting to make the January payment or the January invoice payment, and she didn't give me the amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what's her name?
[CUSTOMER][NEUTRAL] It's [PII], the group Batman.
[AGENT][NEUTRAL] OK. All right. So I think I've got what I need pulled up. You can go ahead and put her through.
[CUSTOMER][POSITIVE] All right, thanks so much here she comes.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Hi, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Hi, I'm well. How about yourself?
[AGENT][NEUTRAL] Good, I'm doing well, thank you. Um, so, uh, [PII] gave me your group information and she let me know you were wanting to make a payment over the phone for January, is that right?
[CUSTOMER][NEUTRAL] Uh, yeah, I don't, I don't know that did I pay, um.
[CUSTOMER][NEUTRAL] We we um we started on with y'all and um.
[CUSTOMER][NEUTRAL] December and I don't know if I through the broker so do I still owe December as well?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes ma'am, let me take a look and see if we've gotten any payment for December. Let's see.
[CUSTOMER][NEUTRAL] I've been having a trouble trying to set up the account online I think because they.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We got to the bottom of it just now because I think they had my uh my house landline phone number on there which.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I had it because nobody answers that and going through circles trying to set up this account.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am, well I can help you with that too um so I don't see a payment for December, um, so we can make whatever payments you want over the phone today and then if you'd like me to help you um with that account, I can work on that with you if you'd like.
[CUSTOMER][NEUTRAL] OK, the previous representative, um, updated the phone number and had figured out that I, she asked me to send her an email to change the phone number and um said that that was probably the reason why I couldn't set up the account, so we did that but as soon as that phone number is updated then I should be able to go through the process to set the account up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] OK, yeah, so if you wanna try it over the phone real quick you can and if you're able to, you know, set that account up, you can make the payment online, um, or you know you can still make that payment over the phone, whichever way, um, but let me see.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] What is let me start off by just confirming the information because um what happens when you go to set that account up is uh it has to match what we have so if you want to just verify the group address, the email address and the phone number I can see what might be giving you that error and see uh they may not have gotten that updated yet but I can help update that and try to speed this up a little bit if if you're OK with that.
[CUSTOMER][NEUTRAL] OK, so yeah, that's, that's kind of exactly where we are. So it's the phone number that was not matching um the group number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the zip code is [PII] and the phone number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That is supposed to be the updated phone number is [PII], but it was [PII], so that's the problem. This is [PII], so it was the number that was not matching, um, so.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] That is correct. So let me see I should be able to update that real quick. I know, um, I do see here where she um was sending having you send that email so um you said you've already got that sent so I can go ahead and update that phone number real quick for you and we'll just see if we can um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Get that changed so you can set that up and you said it was [PII] correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, yes, correct.
[AGENT][NEUTRAL] OK, let me get that updated real quick.
[AGENT][NEUTRAL] OK, so I just updated that so if you're able to while we're on the phone if you wanna try um setting that account up again um then I can kinda just wait here and make sure you're able to complete that process.
[CUSTOMER][NEUTRAL] OK, now it's telling me, yep, I think so. I it's asking me for a verification code so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, perfect.
[CUSTOMER][NEUTRAL] Imagining I'll get that now, is there a way to, I was, I was hoping to split the two locations, um, I don't know if there's a way to do that.
[AGENT][NEUTRAL] So, um, like if you have, uh, now do you have a different group number or is it the same group number and you just have, um, like a separate location or division in, in this group?
[CUSTOMER][NEUTRAL] Correct, that's the same group.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, so we won't be able to split the um online invoice up to make separate payments it would have to be, you know, submitted as one payment.
[AGENT][NEUTRAL] If you were paying it online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, that's like a little bit of an accounting nightmare for me, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so once I set this account up, will I be able to um.
[CUSTOMER][NEUTRAL] Um, will I be able to make that payment?
[AGENT][NEUTRAL] Yes, um, and that's what I was gonna just make sure you were able to get logged in and create that account and you can um go in into your open invoices and submit those and once you add in your banking information, um, you can complete those payments or if you'd still prefer to make that over the phone then I can still help you with that whichever way you'd like to proceed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, I'm working on, yeah, let's just make sure I can, I, I can do it myself. I don't have a problem with that. I just, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Make sure I can get everything set up before so I don't have to call back.
[AGENT][NEUTRAL] Yeah, certainly. Yeah, certainly. I can definitely wait here and make sure you're able to. I see that it's pending right now, so, um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Once you complete through it actually OK so it's active now so you were able to set up your username and password so um when you go to log in now uh you can go to you should see my account or my billing and then that'll take you to your open invoices and you should see two open invoices, one for December and one for January.
[CUSTOMER][NEUTRAL] OK, yes, I see that um.
[AGENT][NEUTRAL] OK, and you could just click over one of them you'll have to submit them separately, um, so if you'll click like on the I mean on the um December invoice to open it up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it'll load your billing details and then there will be a line where you'll see add, save, cancel, and then submit.
[AGENT][NEUTRAL] So if you don't have any changes you can click the submit button.
[AGENT][NEUTRAL] And I think it should ask you if you want to do a check or if you wanna do an EFT payment. Um, so if you click that EFT option, it should walk you through putting in your bank information, um, and you shouldn't have to, you know, enter that each time, it should be there for you to select going forward.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I see it's having me add an account. OK, got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I think um
[CUSTOMER][POSITIVE] OK, I think I, I think I got it from here.
[AGENT][POSITIVE] OK. All right. Well, if, if there's anything else we can help with, just feel free to give us a call, OK?
[CUSTOMER][NEUTRAL] I think I'm all
[CUSTOMER][POSITIVE] OK, alright, well thanks for your help. Um, glad I'm able to up and running and, and all taken care of. Thank you. All right, take care. Have a nice.
[AGENT][POSITIVE] OK. You're very welcome.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Perfect. You're welcome. Thank you for calling APL and you as well bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.