AccountId: 011433970860
ContactId: 1426e9d7-17df-495c-a194-08a9d7e6cc43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286820 ms
Total Talk Time (AGENT): 68868 ms
Total Talk Time (CUSTOMER): 107536 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/1426e9d7-17df-495c-a194-08a9d7e6cc43_20250523T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], good morning. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good good so I have a policy for a group and I've been trying to set up my online um sign on but I haven't been successful because um my benefits coordinator has tried to reach out to figure out who's the person on the account but in the meantime I'm gonna be late paying this bill, so is there any way that I could um pay you with like a credit card over the phone? Is that something that you, you do?
[AGENT][NEUTRAL] Yes, we can do that. Um, do you have the group number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me know when you're ready. 27051.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And do you have the invoice number?
[CUSTOMER][NEUTRAL] Yes, 300.
[CUSTOMER][NEUTRAL] 638-885-5
[AGENT][NEUTRAL] OK, and then what was your name?
[CUSTOMER][NEUTRAL] My first name is [PII], my last name is [PII]. I'm the accounts payable administrator at the facility.
[AGENT][NEUTRAL] OK, and then do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, my first my call back number would be area code [PII].
[AGENT][NEUTRAL] OK, let me get you to our billing department. I'll relay all this information that you just gave me to them and then they can take your payment over the phone, OK?
[CUSTOMER][POSITIVE] Thank you so much, really appreciate your time.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got a um group on the line that would like to make a payment on their invoice.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] 27051.
[CUSTOMER][NEUTRAL] I too.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You just get that pulled up.
[AGENT][NEUTRAL] OK, I've got the invoice number, her name, and then a call back.
[CUSTOMER][NEUTRAL] Yeah, who am I speaking with?
[AGENT][NEUTRAL] Uh [PII], I think she said [PII], she's the accounts payable.
[CUSTOMER][NEUTRAL] OK, and was she able to verify everything and everything like that?
[AGENT][NEUTRAL] Um, I, I didn't get that information. I just put the invoice number, group number, her name and call back.
[CUSTOMER][NEUTRAL] OK, so she still needs to be verified?
[AGENT][NEUTRAL] Yes, she's just making a payment.
[CUSTOMER][NEUTRAL] OK, um, and the callback number, is it the one that's on the screen that, uh, [PII]?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you need the invoice number?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, is it her May invoice 6386894?
[AGENT][NEUTRAL] Uh, now I've got 638-885-5.
[CUSTOMER][NEUTRAL] 6, what was the invoice number?
[AGENT][NEUTRAL] 638-885-5
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 638-885-5
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, here it is. I don't know why, uh, OSC was showing me some other groups invoices even after I put their group number in. Alright, I have it now.
[AGENT][NEUTRAL] OK, all right, uh, and you said [PII], right?
[CUSTOMER][NEUTRAL] You can go ahead and.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'll introduce you and then release the call. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Look, I've got [PII] on the line. She's gonna take that payment for you, OK?
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, uh, this is, uh, [PII] in the billing department, um.