AccountId: 011433970860
ContactId: f91eb012-e826-4b6f-a505-c2a65704f6de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220559 ms
Total Talk Time (AGENT): 116151 ms
Total Talk Time (CUSTOMER): 69705 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/f91eb012-e826-4b6f-a505-c2a65704f6de_20250325T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Sorry, my name is [PII] and I'm new to APL and um I wanted to pay our first invoice, but I'm not sure how to go about that. Can you help me?
[AGENT][NEUTRAL] I sure can. Let's start with your group number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group number is 26996.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what about the phone number we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Is that a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, I am at [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It's just the number [PII], not [PII]?
[CUSTOMER][NEUTRAL] [PII]. I'm sorry.
[AGENT][NEUTRAL] OK, alright, perfect, and please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you [PII]. OK, so you're just needing some help paying um an invoice, is that correct?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, I can definitely help you with that. So, um, are you wanting to pay it over the phone or are you wanting to pay it online?
[CUSTOMER][NEUTRAL] I want to pay it online.
[AGENT][NEUTRAL] OK, so what you'll need to, uh, it looks like you already have an active account.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see. So what you'll do is when you get logged in to the system.
[AGENT][NEUTRAL] Let me pull up my other screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You will click on the invoice number of the invoice you're wanting to pay and let the details open up at the bottom of the screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And from there that's where you'll reconcile your invoice and make any changes if necessary and once you're done with that, um, above the social security number column there's a button that says submit invoice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I see it.
[AGENT][NEUTRAL] And so you'll click on that and you'll have the option to mail in a check or do a one time EFT or ACH payment. I'm not, I can't remember what the wording is.
[CUSTOMER][POSITIVE] OK, perfect. That's what I needed to know. Thank you so much.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Perfect. And once you're welcome. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What were you going to say something else, [PII]?
[AGENT][POSITIVE] I was, I was just gonna say, um, once you enter your bank information the first time, it automatically saves it, so you won't have to enter it each time.
[CUSTOMER][POSITIVE] Great. Great. Excellent. Well, thank you so much. Mhm.
[AGENT][NEUTRAL] And um just another just another little um tidbit um this does not put the account on any kind of bank draft so you'll have to log in each month and um reconcile and submit your invoice for payment.
[CUSTOMER][NEUTRAL] OK, so it's not automatic. All right, no problem. I'll make sure I diary that. OK, great.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too, [PII]. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye.