AccountId: 011433970860
ContactId: f370716d-9249-4539-9f52-850c424e724b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 591099 ms
Total Talk Time (AGENT): 231746 ms
Total Talk Time (CUSTOMER): 199761 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/f370716d-9249-4539-9f52-850c424e724b_20250130T22:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. Um, I have Miss [PII] on the phone. She's with group number 17338.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She was able to verify the policy or um not the policy the group, um, she's wanting to add Mr. [PII] to the group as a contact person. I told her she can do that through the online service center, but she, the main reason why she's calling is she needs to know how much money they need to catch up there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Invoices and I'm gonna let her talk to you about that, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I can help her. You can go ahead and put her through.
[CUSTOMER][POSITIVE] OK, thank you, bye bye.
[AGENT][POSITIVE] Yeah, thanks.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes [PII], yes.
[AGENT][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] Oh very good thank you how about yourself?
[AGENT][POSITIVE] Good, I'm doing well, thank you. um, so [PII] gave me your group information and um I've got everything pulled up and she said that you were wanting to know how much you needed to pay to bring the group current, is that right?
[CUSTOMER][NEUTRAL] Yes, yes, uh, we hired a new AP, um, uh, department, and apparently they've, um, slipped on making some payments, so I'm just becoming aware of that right now, so yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] Well yes ma'am I can help you with that so let me see I've got the invoices pulled up and it looks like the September invoice, the November invoice, January, and then we just generated February, so there's 4 invoices at 19019 each, so let me do that math real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can send you copies of each of these invoices if I need to, um, and it's also information that you can access online if you have an account um and if you need help with that I'd be more than happy to help you with that as well, um, so the total amount for the 4 months and February, you still have some time for February it's not due for until about [PII], but just the total of all four invoices is 76076.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 76076. No, I'll include the February in there uh 76076. OK, do you have anybody else's email on the account for APO?
[AGENT][NEUTRAL] Let's see, so we've got your email listed here in our system. Let me see if anybody has an account, an online account.
[AGENT][NEUTRAL] So it looks like your account is pending active. It looks like it hasn't so.
[AGENT][NEUTRAL] I'm not sure this was created back in October but it looks like the account is still pending so um you might need to reset your password if you need me to help you with that. It does look like there's somebody else that doesn't have a name um the email is.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see, I don't know, maybe this is your email, um, it's [PII].
[CUSTOMER][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, um, yes, OK, um, because we hired, um, an, an AP department and, uh, clearly they haven't they missed these invoices, so, um.
[AGENT][NEUTRAL] Is that um S [PII] [PII]? OK, that's the account that's pending, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, uh yes, yes.
[CUSTOMER][NEUTRAL] OK, and, and why is it pending?
[AGENT][NEGATIVE] So they never completed their sign up because they never so.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The um account was initiated and they would have received an email to the [PII] but it looks like they never put that verification code in to complete their sign up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll I'll shoot her an email as well when I forward her these, um, the total balance here um are you able to forward me, uh, these invoices, uh, so I can just keep put every OK perfect perfect and do you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I can do that.
[AGENT][NEUTRAL] Mhm. Is that your email, the SC?
[CUSTOMER][NEUTRAL] The SCSC one, yes, at [PII], uh, I'm sorry, [PII] and um but do you take credit card or just check only?
[AGENT][POSITIVE] OK perfect I'll send that to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We can take, we can take a credit card payment over the phone.
[CUSTOMER][NEUTRAL] OK, you know what, I may and instead of having you wait for this check, um, I'm going to switch you back over to Gladys. She's my assistant here, um, administrative assistant, um, and she can provide you that information. Could you hold on one second for me? OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, of course.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, hi.
[CUSTOMER][POSITIVE] Hi, you could, oh hi, OK, I'm gonna transfer you to Gladys now and she'll uh provide you with the uh credit card number. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, no problem, and I will once I process that I'll get an uh confirmation receipt sent over to that email, OK?
[CUSTOMER][NEUTRAL] O[PII]
[CUSTOMER][POSITIVE] Oh perfect perfect thank you very much OK.
[AGENT][POSITIVE] Yes ma'am. Of course, you're welcome.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, is this [PII]?
[CUSTOMER][POSITIVE] Yes, hi, um, I'm ready with the card.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK, yes, um, and so I've got the payment, um, that [PII] wanted to pay was 760 and 76 cents, is that right?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, um, so I'm ready for the card number.
[CUSTOMER][NEUTRAL] So paying that amount will will uh place the account current.
[AGENT][NEUTRAL] Yes, that'll bring the the group paid through February.
[CUSTOMER][NEUTRAL] OK, great. So the, it's an American Express.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the expiration date?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the uh security code is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is that zip code?
[CUSTOMER][NEUTRAL] 3, no, it's not, it's um let's see what is it [PII].
[AGENT][NEUTRAL] OK, thank you for that information. That's everything I need. So let me go ahead and process this payment, and if you'll give me just a second, I can give you a confirmation number, um, and I also let [PII] know I would send an email receipt as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and where are you sending that email receipt to?
[AGENT][NEUTRAL] Um, so we've got [PII].
[CUSTOMER][POSITIVE] OK terrific.
[AGENT][NEUTRAL] OK, so let me give you that confirmation number real quick.
[AGENT][NEUTRAL] Let me get it to load. OK, 228269.
[CUSTOMER][NEUTRAL] OK, alright, and what is, what was your name for the record?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] [PII], OK, thank you, [PII], for your help. I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're very welcome. You're very welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it for now thank you.
[AGENT][POSITIVE] OK, no problem. Well, thank you guys for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you likewise bye bye.
[AGENT][NEUTRAL] Mhm bye bye.