AccountId: 011433970860
ContactId: f6f15032-faeb-46a5-af57-fe38b3491c4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245770 ms
Total Talk Time (AGENT): 95364 ms
Total Talk Time (CUSTOMER): 88255 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/f6f15032-faeb-46a5-af57-fe38b3491c4c_20250204T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, I'm calling because I'm trying to see if if there's a way, uh, that we could set up auto pay for our account.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, I can um make sure we get you to the correct people to set up auto pay for you um can I please get your name and your group number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Uh, hold on a minute.
[CUSTOMER][NEUTRAL] What is my group number? Where's my.
[CUSTOMER][NEUTRAL] Give an account, let me see if I see it here, um.
[CUSTOMER][NEUTRAL] Hold on a minute
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] I don't even know how to
[CUSTOMER][NEUTRAL] Where do I find that? I'm logged in. I don't know where I find this.
[AGENT][NEUTRAL] OK, um
[CUSTOMER][NEGATIVE] I see my payment information, my group info contact. I don't know how to really use your website. It's not really.
[CUSTOMER][POSITIVE] Very user friendly.
[AGENT][NEUTRAL] OK, Ms. [PII], I can look it up for you if you give me the group name.
[CUSTOMER][NEUTRAL] Anatomy 1212 LLC. Oh, here we go, this is so weird, um, let me see my billing.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Yeah, this doesn't really work too good.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I can't download the invoices. It's really weird.
[AGENT][NEUTRAL] OK, your group number I've looked it up for you is 26867.
[CUSTOMER][NEUTRAL] OK, um, it says, I don't know, this website, I don't know if it's like updated or not, but it's said I have no payments, but I didn't make a payment. But can I have my account set on autopay?
[AGENT][NEUTRAL] OK, um, we're going to need to go ahead and transfer you on over to group billing so that they can do that for you um you're very welcome.
[CUSTOMER][NEUTRAL] OK, thank you. What's, what was the code? Oh God.
[AGENT][NEUTRAL] The group number is 26867.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just for uh verification purposes, can you give me the physical address of your of your um.
[AGENT][NEUTRAL] Office.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you Miss [PII]. It's gonna be, yes, thank you I appreciate it. It's gonna be a brief hold. I'm gonna transfer you on over to group billing now, Miss [PII], thank you so much for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APS. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got, um, Miss [PII] on the phone. She is the contact person for group 26867.
[CUSTOMER][NEUTRAL] 68
[AGENT][POSITIVE] She is calling because she wants to, yes ma'am, and I've verified her the um phone number she's calling from is a good call back number.
[AGENT][NEUTRAL] And she wants to get set up on auto pay.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, and you said what was her first name? Uh, you were cutting out a little bit at the beginning.
[AGENT][NEUTRAL] Oh, I'm sorry. Her name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, right, you can go ahead.
[AGENT][POSITIVE] OK, thank you. You have a good day bye bye.
[CUSTOMER][NEUTRAL] You too.