AccountId: 011433970860
ContactId: fa274461-e16b-4a3e-80d5-0e67f66fd17c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394079 ms
Total Talk Time (AGENT): 135744 ms
Total Talk Time (CUSTOMER): 182828 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/fa274461-e16b-4a3e-80d5-0e67f66fd17c_20250613T15:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from Acme Oyster House, um.
[CUSTOMER][NEUTRAL] Rawar Inc DBA Acme and we are having a problem accessing the website I guess because of some update it's been having problems but I need to pay my bill, so I don't know if you guys can take payment over the phone.
[AGENT][NEUTRAL] Um, do you have your group number?
[CUSTOMER][NEUTRAL] Sure it is 26869.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, yeah, we updated our website so you'll have to recreate your account. Um, let me see.
[CUSTOMER][NEGATIVE] I've done that, yeah, I've I've had multiple phone calls with people we're going back and forth and around and around and we created a new account and all this and it's just not still not working.
[CUSTOMER][NEUTRAL] But I need to make sure this is paid before um we get.
[CUSTOMER][NEUTRAL] I don't know late fee or cancellation or anything like that, so I just wanted to make sure that's taken care of while we work on the website.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] If it's possible.
[AGENT][NEUTRAL] Um, you have somebody working on
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I've been working with the care, the care team.
[AGENT][POSITIVE] Absolutely
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, it looks like we did send a follow up email yesterday. Did you receive that?
[CUSTOMER][NEUTRAL] I did, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so are you wanting to make a.
[CUSTOMER][NEUTRAL] I guess we could, sorry.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Good, yeah, yes, I, if I could pay online today or over the phone today that'd be great, um, we've never sent a check in.
[CUSTOMER][NEUTRAL] I can do that if that's what I need to do um I can go through accounting and get a check cut but we've never paid that way so I just figured it'd be easier maybe to call and do it this way but if not then I'll do whatever we need to do.
[AGENT][NEUTRAL] OK, are you wanting to make a check by credit card or a payment by credit card?
[CUSTOMER][NEUTRAL] Um, no, I had the routing and account number for the the bank account.
[AGENT][NEUTRAL] OK, um, hold on one moment, um, let me get you to our billing department, see if we can get that, um, in the system, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sorry, I thought that was the number I pressed. I apologize.
[AGENT][NEUTRAL] Oh, no, you're fine, you're fine. Uh, what's your callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And then can you verify the address for the group?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. OK, give me one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] [PII], it's [PII] on the care team. I've got a uh group on the line that I've verified. She's, she's been going back and forth on getting her account, um, fixed, um, and she's in the midst of that, but she wants to just get the payment taken care of in the meantime. Um, are we able to do a payment? Can, can you take an ACH payment by phone?
[AGENT][POSITIVE] Make that go
[CUSTOMER][NEUTRAL] No ma'am, just credit card or debit card.
[AGENT][NEUTRAL] OK, just credit card and debit card.
[AGENT][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] ACH has to be done through our portal, right?
[CUSTOMER][NEUTRAL] Yeah, or they can set it up through their bank.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there a form if they set it up through their bank?
[CUSTOMER][NEUTRAL] Uh, they just need to
[CUSTOMER][NEUTRAL] Request our ACH information by emailing the the care team.
[AGENT][POSITIVE] OK, OK. All right. I will let her know that information. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thanks, bye bye.
[AGENT][NEUTRAL] OK, so if, if you're not able to get into the portal, um, there's there's only the option of credit card payment by phone, credit card or debit card or ACH set up through your bank, um, and you would email our care team and they can give you our information to give to your bank to have that set up. But I guess the other thing is, are you, so were you able to respond to the email that was sent yesterday?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] I did respond to the email I sent a screenshot of the error message um I someone had called a couple days ago and walked me through, even though I'd already done it walked me through again creating an account and they said that this error message should go away in a few days they're updating the system and it's probably just populating my account and that unfortunately has not happened yet so um.
[CUSTOMER][NEGATIVE] I do haven't. I have created the new account since the update. It's just still having a problem pulling the account info.
[AGENT][NEUTRAL] OK, so you're just waiting for that person to respond on the email, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so in the meantime, do you want to, do you, do you have the option that you can do a credit card payment or debit card, or would you like to do the bank?
[CUSTOMER][NEUTRAL] Um, I do not. I think we'll just, I think we'll just send in a check. I'll just get with accounting and send over a check for this month.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, we are working really hard to get these.
[CUSTOMER][NEUTRAL] Yeah, we'll just mail we'll just mail the payment.
[AGENT][POSITIVE] Us worked out.
[CUSTOMER][NEGATIVE] I know I'm sure it's annoying for you guys getting a million phone calls and stuff and you know all that. I get it so um but yeah if this is the only if I can't do it with the bank info I'll just, um, get them to write a check, OK?
[AGENT][POSITIVE] OK, that sounds good. Sorry for the inconvenience.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] No worries, have a good weekend thanks.