AccountId: 011433970860
ContactId: 082e44a1-352c-4884-9c0d-d33365798ad6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255929 ms
Total Talk Time (AGENT): 91656 ms
Total Talk Time (CUSTOMER): 111400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/082e44a1-352c-4884-9c0d-d33365798ad6_20250307T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Well, happy Friday, [PII] this is [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][POSITIVE] And I got some money for you.
[AGENT][NEUTRAL] Oh, I wish it was for me.
[CUSTOMER][NEUTRAL] I know, me too.
[CUSTOMER][NEUTRAL] Hey, next week, right?
[AGENT][NEUTRAL] Yeah, looking for.
[CUSTOMER][POSITIVE] I'm ready
[CUSTOMER][NEUTRAL] I I've got Bill pay on the line to make a payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's group number 25,240 for CareMax.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's calling to make a payment on invoice number 6380345.
[CUSTOMER][NEUTRAL] And the amount of $6,0016.35.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have [PII] on the line.
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] And I'll get her on the line and for you, give you another second to get all that up.
[AGENT][POSITIVE] OK, thank you, yes, I'm logging.
[CUSTOMER][POSITIVE] All right. Thanks, [PII]. I hope you have a lovely day and happy weekend. One moment.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] [PII], thank you for your patience. I have [PII] on the line and she's going to assist you with the processing of that payment.
[CUSTOMER][POSITIVE] Alright thank you [PII] you have a great day. You too, [PII] thank you for calling APL bye bye. Thanks bye.
[AGENT][NEUTRAL] And Mrs. [PII], um, how are you doing today?
[CUSTOMER][POSITIVE] I'm doing great. What about yourself?
[AGENT][POSITIVE] Good, I'm doing well, thank you. Um, here for the group.
[CUSTOMER][NEUTRAL] But yeah.
[AGENT][NEUTRAL] And let me know.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I didn't catch that?
[AGENT][NEUTRAL] Oh, I'm sorry. Can you, can you hear me OK?
[CUSTOMER][NEUTRAL] Yeah I can hear you now.
[AGENT][NEUTRAL] OK, I'm sorry about that. Yes, so, um, I've got the group Care Max pulled up and I understand you were wanting to make a payment for them.
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][POSITIVE] OK, yeah, I can certainly help you with that. Let's see, um.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Make sure I got everything pulled up here. I'll confirm the invoice number, um, and the payment information, um, so I've got invoice number 6380345.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] OK, and then you wanted to make a payment in the amount of $6,0016.35 is that right?
[CUSTOMER][NEUTRAL] Yeah, that's right, and are there any processing fees?
[AGENT][NEUTRAL] No, there's no fee.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Hold on, let me just enter this in real quick.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] No problem
[AGENT][NEUTRAL] OK, and I'm ready for that card number whenever you're ready.
[CUSTOMER][NEUTRAL] Sure. That's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that expiration date?
[CUSTOMER][NEUTRAL] Expires [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] That number is [PII].
[AGENT][NEUTRAL] OK, and the zip code?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. I'm gonna go ahead and process the payment, and again, to confirm, the total is gonna be $6,0016.35.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] One moment and I can give you a confirmation number.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I've got your confirmation number. Are you ready?
[CUSTOMER][POSITIVE] Yes, ready.
[AGENT][NEUTRAL] OK, it is 621.
[AGENT][NEUTRAL] 265
[CUSTOMER][POSITIVE] OK, I got it. Thank you for processing the payment, [PII].
[AGENT][POSITIVE] You you're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Have a
[CUSTOMER][POSITIVE] Oh no, that's it. You have a great day.
[AGENT][POSITIVE] Thank you so much for calling ACL. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you bye.