AccountId: 011433970860
ContactId: fbbc77da-1059-4517-8284-c88f3766578f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1008799 ms
Total Talk Time (AGENT): 337201 ms
Total Talk Time (CUSTOMER): 187336 ms
Interruptions: 9
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/fbbc77da-1059-4517-8284-c88f3766578f_20250529T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service.
[AGENT][NEUTRAL] Oh hi [PII], what's up?
[CUSTOMER][NEUTRAL] Um, all right, I have, um, I would assume it is, um, the, um, would it be like the group admin with group 21.
[CUSTOMER][NEUTRAL] 089.
[AGENT][NEUTRAL] 2908.
[AGENT][NEUTRAL] OK, is it 2?
[CUSTOMER][POSITIVE] Top of the line.
[AGENT][NEUTRAL] Is it
[CUSTOMER][NEGATIVE] No, it's not a contact person.
[CUSTOMER][NEUTRAL] Um, I, I heard something different, [PII], I think he said.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, mhm.
[AGENT][NEUTRAL] OK, what do they need?
[CUSTOMER][NEUTRAL] Um, he said, um, that they received the letter for, uh, termination because they haven't paid for 3 months already, um, and he's trying to arrange something. I'm not sure if that is something that billing would manage. I was a little bit unsure on that.
[AGENT][NEUTRAL] Yeah, I think when they get that it has to go through a supervisor, but let me ask the chat really quickly and see.
[AGENT][NEUTRAL] I think you have to go through like underwriting I think or supervisor but I'm gonna ask.
[CUSTOMER][NEUTRAL] Mm, OK. He, he wants to go ahead and pay for all those months or do.
[AGENT][NEUTRAL] Let me see if there's notes so we may be able to just go ahead and take this.
[AGENT][NEUTRAL] Yeah, I know.
[AGENT][NEUTRAL] Let me pull up there was the thing. I think we can just go ahead and take the payment.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh my gosh, they have a lot of.
[AGENT][NEUTRAL] OK, 9:15, 16.
[AGENT][NEUTRAL] 1516.
[AGENT][NEUTRAL] And he wants to pay right now, right?
[CUSTOMER][NEUTRAL] Um, yes, he does.
[AGENT][NEUTRAL] OK. All right. Um, and is his callback number the same one that's on the screen?
[CUSTOMER][NEUTRAL] Yes, um, the one ending on [PII].
[AGENT][NEUTRAL] OK, all right. You can go ahead and send him over.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] You're speaking with [PII].
[AGENT][NEUTRAL] [PII], OK, I'm sorry, she told me her name was [PII], um, uh.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Um, I understand that you're calling, uh, to pay, um, the March, April, and May invoices for your group, is that correct?
[CUSTOMER][NEUTRAL] No, she's, no, she, no, that's what I owe what I typically have been doing is paying.
[CUSTOMER][NEUTRAL] The oldest invoice on the last day of the month and I know that that would mean I'm paying March.
[CUSTOMER][NEUTRAL] OK, by the last day of the month, which would be Saturday, that's what I wanna do and make sure that the, the group stays in force if I do that.
[AGENT][NEUTRAL] OK, OK, I see what you mean. Let me, yeah, um, let me, um, ask, uh, supervisor really quickly because whenever it gets to where there are, um, 3 invoices in a row 90 days, um, where.
[CUSTOMER][NEUTRAL] That makes sense?
[AGENT][NEUTRAL] Of invoices that are unpaid, it'll automatically lapse the group um so let me see if um I can get a supervisor to approve um an exception um so you wanna pay March now.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] I would very much.
[AGENT][NEUTRAL] OK, so you wanna pay March March on Saturday, and then do you know when you, uh, so in April and May, those would be, um, like on the last day of the month. So April would be on the last day of June and then May would be on the last day of July. Is that correct?
[CUSTOMER][NEUTRAL] I wanna pay March on Saturday.
[CUSTOMER][NEUTRAL] Well, you know what, I will get it caught up more before then. I'm just for right now if I could just pay the one by Saturday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got something happening.
[CUSTOMER][NEUTRAL] In June, so I should be able to um catch it up.
[CUSTOMER][NEUTRAL] But if I could just get that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, let me ask the supervisors really quickly so I can just get a quick approval on that. Give me one.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] I'm sorry. I have to put you on hold just for another couple of minutes, but um I'll be right back, OK?
[CUSTOMER][NEUTRAL] Yeah, no, that's fine, that's fine, that's fine.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Yes, I am. OK, um, so my supervisor is asking if you um could pay, um, May, April and May by [PII], um, or [PII].
[CUSTOMER][NEUTRAL] Um, well, let's go with the [PII]. I'll commit to that.
[AGENT][NEUTRAL] Um, let's go with 2 did that.
[AGENT][NEUTRAL] OK, do you think you could pay both of them by [PII] or probably just April? Um, it's just, it's not like a requirement or anything. We're just trying to get an idea. April, but.
[CUSTOMER][NEUTRAL] Probably just April right now def definitely definitely April, but um.
[CUSTOMER][NEUTRAL] I will do both if I can.
[AGENT][NEUTRAL] I will do both if I can.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. I let her know that, so I'm just waiting on um her response.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] She's typing now, so I should have that response in a few seconds.
[CUSTOMER][NEUTRAL] You got some kind of echo going on here.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] No, it's me.
[AGENT][NEUTRAL] OK, um, so she is, um, asking if, uh, March is OK to be paid by Saturday, um, and if you could pay April by [PII] and May by [PII].
[CUSTOMER][NEUTRAL] Yeah I mean if that's who it's contingent on I'll I'll figure it out.
[AGENT][NEUTRAL] I mean that I'll, I'll figure it out.
[AGENT][NEUTRAL] OK, um, would you, which one are you needing, are you needing like a, a little longer to pay May like maybe until July?
[AGENT][POSITIVE] To comfortably be able to pay it because I can propose anything for you if you.
[CUSTOMER][NEUTRAL] Yeah, if I could move if I could move.
[AGENT][POSITIVE] Yeah, if you can like give me like some dates that are comfortable for you and I can like propose kind of like a uh uh tentative payment plan I think that's probably what she's looking for.
[CUSTOMER][NEUTRAL] OK, so if the June is [PII], which we talked about before.
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] And then the July.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] July
[CUSTOMER][NEUTRAL] Uh, I'm sorry.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] April
[AGENT][NEUTRAL] April
[CUSTOMER][NEUTRAL] By [PII] to um [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] May
[CUSTOMER][NEUTRAL] By [PII].
[AGENT][NEUTRAL] Uh, [PII]. OK, alright, let me, uh, let me ask her about that.
[CUSTOMER][NEUTRAL] OK, let me do that.
[AGENT][NEUTRAL] OK. Um, so she, um, did approve that payment plan. So she said as long as, um, that you stick to that payment plan and they're um paid before um the end of July, that the group won't lapse. So I can go ahead and notate that, um, and then we'll be all set if you, if that's OK with you.
[CUSTOMER][NEUTRAL] Yeah, can you send me an email that if I make that, uh, whatever it is $915 payment by Saturday, uh, I can do online that the, uh, group will stay in force.
[AGENT][NEUTRAL] Yeah, send me an email that that uh.
[AGENT][NEUTRAL] Can go Saturday.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] courses
[AGENT][NEUTRAL] Yes, OK, let me go ahead and get that added to my notes, um.
[AGENT][NEUTRAL] All right. So I will, um, I have that, this, uh, payment plan notated and I will go ahead and put it in on uh an organized email uh to send to you um right after this call, just so you have that in writing. And is there anything else that I can help you with um before we get off the phone?
[CUSTOMER][POSITIVE] No, as long as I get that email I'm good thank you very much. What was your name? [PII]?
[AGENT][NEUTRAL] Alright, and did you, uh, no, uh, [PII] was the first person that you spoke with. My name is [PII]. I'm in the billing department.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Great. Yeah, and that email will come from the um from the care team email so it'll say [PII] um and then could you also confirm the email that you would like us to send this to because uh with the email we have on file is an [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] are
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] OK, alright, I will go ahead.
[CUSTOMER][NEUTRAL] That should be what you have on file.
[AGENT][POSITIVE] Yeah, I will go ahead and get that. Yes, that's correct.
[CUSTOMER][NEUTRAL] That's what you have on file right?
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] All right, thank you very much. Yeah, no problem. I hope you have a great day and thank you for calling ATL.
[CUSTOMER][POSITIVE] Yeah, thank you, [PII].
[AGENT][POSITIVE] Thank you mhm bye.
[CUSTOMER][NEUTRAL] Uh.