AccountId: 011433970860
ContactId: f2e472b1-b13b-45ce-b2d4-1fbdd66a1bcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 702320 ms
Total Talk Time (AGENT): 249958 ms
Total Talk Time (CUSTOMER): 210364 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/f2e472b1-b13b-45ce-b2d4-1fbdd66a1bcf_20250204T21:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, good afternoon. This is [PII].
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] I'm calling because I was able to pay.
[CUSTOMER][NEUTRAL] To set up my bank account.
[CUSTOMER][NEUTRAL] To do the payments electronically of our I guess premium, however, I know how to set up um auto pay if it's possible so I don't have to log in every month to do the payment.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you with a group or an individual?
[CUSTOMER][NEUTRAL] I don't know if it's that
[CUSTOMER][NEUTRAL] With a group.
[AGENT][NEUTRAL] OK, what's that group number real quick?
[CUSTOMER][NEUTRAL] Yeah, the group number is, one second.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 26861.
[CUSTOMER][NEUTRAL] I just need 2 payments online, um, one for January and one for February, but I would like to set up auto pay so it's automatic.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] So I, I'm not sure if the autopay is available quite yet. I do know that um maybe if you were to contact [PII] or [PII] at the National Agency solutions that they could better inform you of that. Um, I believe it's something that our company is working on, but I do not know if it's quite available yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it doesn't seem to be available to be honest, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEGATIVE] No, it doesn't seem to be available. I don't think.
[AGENT][NEUTRAL] Right, so it would be a new feature. It's not necessarily something that you would have access to just yet, um.
[CUSTOMER][NEUTRAL] At least, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] otherwise it would be, um, you'd have to, you know, use the online service center the same way you've been doing, um, but.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and how can I change, how can I change, uh, that, uh, a second question? How, how can I change from paper to e-billing so it will be sent to my email rather than getting the a paper copy? How can I, do you know how can that if that can be set up?
[AGENT][POSITIVE] You know what? I do not know, but I will find out for you real quick. I apologize. That is not something I've been asked quite yet. It's still fairly new.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] Let's see if I can get a response for you while we're.
[AGENT][NEUTRAL] On the phone
[AGENT][NEUTRAL] And I do apologize. Can I get you to confirm your group's um mailing address and phone number for me?
[CUSTOMER][NEUTRAL] Yeah, one second.
[CUSTOMER][NEUTRAL] The address is [PII] and the phone number is [PII].
[AGENT][NEUTRAL] All right, let's see here. I just got a response.
[AGENT][NEUTRAL] Do you uh currently um receive an email at all for your invoices? Do you get them both the paper and the digital?
[CUSTOMER][NEUTRAL] Uh, I think I would prefer only digital, to be honest.
[AGENT][NEUTRAL] Uh, yes sir, but are you currently receiving the digital invoices?
[CUSTOMER][NEGATIVE] No, no, no, no, I'm only receiving the paper invoice and the one for January, it got misplaced. I didn't know that I had to pay that, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I realized today and uh today I pay January and February, yeah.
[AGENT][NEUTRAL] Oh, yes, sir.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Alright, so I do see that you're set up. Let me search. Let me make sure I got the right group here.
[AGENT][NEUTRAL] There we go.
[AGENT][NEUTRAL] What email address are you using? Do you know for the online service center? because that's the one it should be going to.
[CUSTOMER][NEUTRAL] I'm using [PII].
[AGENT][NEUTRAL] OK, that's it. Let's see.
[AGENT][NEUTRAL] So I was, I was being told that um
[AGENT][NEUTRAL] We can stop your paper bills and that you would just get an email notification when your invoice is available but um I don't know if that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I thought maybe you were supposed to get them both and then we could just uh.
[AGENT][NEUTRAL] All right, let's see here. I wanna make sure I've got the spelling [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK, so she's telling me that it should be going to you, so maybe it might be going into your junk or your spam email. Do you have access to that email right now?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I was wondering if you could give it a look, see and see if maybe you uh could find it in there.
[CUSTOMER][NEUTRAL] To be honest, I don't see anything here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Seeing if there's maybe something else.
[CUSTOMER][NEGATIVE] I got 5 minutes ago uh an email from you guys uh with two attachments in how to set up uh my account online and and with the different payment methods so apparently emails are coming through.
[AGENT][NEUTRAL] OK, so you did receive an email about that, OK.
[AGENT][NEUTRAL] However, that might have come directly from one of us rather than the auto generated email that comes from the online service center.
[CUSTOMER][NEUTRAL] Yeah, but, yeah.
[AGENT][NEUTRAL] Let me ask her what the domain is.
[CUSTOMER][NEUTRAL] No
[AGENT][NEGATIVE] Oh dear, that didn't work.
[AGENT][NEUTRAL] So it would definitely come from an email address that was a[PII] and public I believe so I'm asking her just to verify.
[AGENT][NEUTRAL] Because I'm not 100% sure what the email address is that um is the notification for the invoices.
[CUSTOMER][NEUTRAL] The email that I received from you at [PII] was from an email account named Care Team at.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir, so that's gonna be something that they sent directly from their um you know their email account rather than than the auto generated email so because our online service center sends out those notifications when new invoices are generated, so our last invoice would have let me see the date here.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It would have generated, I believe it was on the [PII].
[AGENT][NEUTRAL] Would have been the January.
[CUSTOMER][NEUTRAL] Yeah, but I, but I, but I didn't, I don't know.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][POSITIVE] Oh, you are right. I see now here APL service center. No, no, yes, I was receiving them. I received so many emails and this is new to me, so yes, I was getting them. Yes, I was getting them. Yes, you are right.
[AGENT][NEUTRAL] Oh, yes, sir.
[AGENT][NEUTRAL] OK, yeah, OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Let me ask her how to get that paper bill up. Let's see how do I stop.
[CUSTOMER][POSITIVE] Yeah, yeah, um I apologize.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, no, no, that's fine. I miss things all the time. That's why I ask questions.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No that's true.
[AGENT][NEUTRAL] It might be I'm not 100% sure, but it might be that I would need you to send an email to that care team email address to request stopping the paper bill, but.
[CUSTOMER][NEUTRAL] OK, if, if, if now, now, now, now that I know that I am getting the digital, if it's too much trouble to, to stop the paper, we'll keep the paper. It's fine. I just wanted to make sure that I had the, the, the, the transfer. It's OK to keep the paper if if if if that's the case, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so if you ever change your mind about that, you can just respond to that care team email and just ask them to stop it and they can get that done for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK. Thank you for your time and thank you for everything. Thank you.
[AGENT][POSITIVE] Yes sir, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, have a great evening bye bye.
[AGENT][POSITIVE] All right, thank you. Thank you [PII]. You have a great day too. Thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah bye bye.
[AGENT][NEUTRAL] Bye-bye.