AccountId: 011433970860
ContactId: f6e193b3-3822-47d3-bd8f-4458e50095aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446239 ms
Total Talk Time (AGENT): 248480 ms
Total Talk Time (CUSTOMER): 130414 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/f6e193b3-3822-47d3-bd8f-4458e50095aa_20250102T17:52_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, [PII], I, uh, wanna see if I can make a payment. Uh, how do we do this, uh, over the phone? I think we paid last time.
[AGENT][POSITIVE] Yeah, I can help get you started with that today. Do you have your policy number handy?
[CUSTOMER][POSITIVE] Uh, yes, I should have that right now actually, give me two seconds. Oh, very good.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] You guys, because from what I understand, you guys don't, uh, do like uh ACH or concurring, uh, you know, debit debiting to your credit card, is that correct?
[AGENT][NEUTRAL] Um, no, unfortunately I think for the credit card payments they do have to be um.
[AGENT][NEUTRAL] They have to be called in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I do think I do believe there is a way to set up.
[AGENT][NEUTRAL] Maybe with your bank, like where A sends.
[CUSTOMER][NEUTRAL] Yeah, that's what I was trying to do so um.
[AGENT][NEUTRAL] OK, um, let's look if you
[CUSTOMER][NEUTRAL] Oh, that would, that I get, um, go ahead.
[AGENT][NEUTRAL] Yeah, I was about to say if you don't mind we can look at the policy and then um just to verify what we'll do is I because I'll have to transfer you over um to the billing department to take that payment over the phone and we will verify with them if there's a way to set up with the bank for like auto payments on an account or if it has to be called in OK?
[CUSTOMER][NEUTRAL] I got a uh whole voice number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect perfect thank you.
[AGENT][NEUTRAL] Absolutely. And what's that policy number, my friend?
[CUSTOMER][NEUTRAL] Um, uh, I don't see a policy number. I have the latest last invoice. I have that for you. I don't know if you can look it up by by that.
[AGENT][NEUTRAL] Unfortunately, I am not able to, but I can search for your policy with your name. Um, what is your last name, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] This is the
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] My last name is [PII], [PII]
[CUSTOMER][NEUTRAL] And this is under the company name is SMR Corp.
[AGENT][NEUTRAL] Oh, so you're calling for the group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got you. OK. Um, would you happen to know the group number?
[CUSTOMER][NEUTRAL] Uh yes, 80087.
[AGENT][NEUTRAL] 80087.
[AGENT][POSITIVE] Perfect. And then for groups, there's definitely a way to set up an ACH and I'll do my best to help you with that. Um, Mr. [PII], can you verify for me the address, phone number and email on file for this account?
[CUSTOMER][NEUTRAL] It should be [PII], email [PII].
[AGENT][POSITIVE] Wonderful. I really appreciate that and the phone number we have on file, is that a good number to call you back if we were to get disconnected?
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] You betcha. All right, and then.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I told my wife, uh, the other day last time to try to set this up. I don't, I, I from my understanding what she told me was no, it couldn't be done. I, you know, I just wanna make sure that they were in the process of, of, you know, getting.
[CUSTOMER][NEUTRAL] Uh, this done, I guess you guys were changing your your procedures or something of that sort.
[CUSTOMER][NEUTRAL] But I don't know if uh.
[AGENT][NEUTRAL] Yeah, so we have um.
[AGENT][NEUTRAL] For groups we have an ACH remittance and what I'm gonna do is I'm actually just gonna email you this flyer um when we updated our banks it was supposed to, from my understanding I thought it was supposed to go out to all the groups on this new flyer for group pay um remittance, and I'm gonna send that the email we have on file, the [PII] and it's just gonna say group billing flyer in the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, in the subject line.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Um, also, while I am sending you an email, we also have, um, for our group admin you can set up an online portal with us and I believe you can pay um through the online portal. I, I say I believe you can. I know you can pay through the online portal and I'm sending you that user guide to set up your online portal and then we'll talk you through how to look at your invoices, finalize and submit them and to pay them if you would like to do that online as well.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, and so the both of those are gonna be coming your way right now and in the meantime let me put you on a brief hold, get you on the line with somebody in our, our group billing department, and we'll get your payment processed for this invoice, OK?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you very much appreciate it.
[AGENT][POSITIVE] My pleasure. My 1 2nd.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Being.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey this is [PII] with the care team.
[AGENT][NEUTRAL] Hey, um, I am sorry I cannot type and think clearly. I have Mr. [PII] on the line. He's calling about group 887, and I should say that again, 80087.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I verified all his information. He is calling to make a payment over the phone, and I have already gone ahead and emailed him out the group admin user guide about making payments, um, online and the bank flyer for group payments if he wants to set up an ACH so I did send those his way and then he's calling to do it over the phone this time, but I think he's hoping to not have to do it over the phone after today.
[CUSTOMER][NEUTRAL] And he's wanting to pay by credit card?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, um, and you said it's [PII]. What was his name?
[AGENT][NEUTRAL] Yes, his name is [PII], and I verified all his information.
[CUSTOMER][NEUTRAL] And the the number on the screen, the number he's calling from, is that the call back number?
[AGENT][POSITIVE] Yes, yes, correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And let me just get this pulled up on there.
[CUSTOMER][POSITIVE] All right, come on. OK. All right. I'm ready for him whenever you are.
[AGENT][POSITIVE] Alright, perfect. I will introduce you and you said, I'm so sorry you said your name. [PII], thank you. OK, thanks, one sec.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Hi, Mr. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][POSITIVE] Hey, I really appreciate your patience. I have [PII] on the line she's with our billing department and she's gonna be able to help you process that payment for today.
[CUSTOMER][POSITIVE] Awesome thank you very much.
[AGENT][POSITIVE] My pleasure. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Hi Mr. [PII]