AccountId: 011433970860
ContactId: 15c60b3e-76fb-4010-9a69-ebf18317b7bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252660 ms
Total Talk Time (AGENT): 90782 ms
Total Talk Time (CUSTOMER): 114619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/15c60b3e-76fb-4010-9a69-ebf18317b7bc_20250204T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi [PII], I was just calling to, um, pay my bill for my employees' premium.
[AGENT][NEUTRAL] OK, um, can I get the policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Policy number I have group number I have invoice number.
[AGENT][NEUTRAL] Yeah, you can give me the group number and the invoice number sorry.
[CUSTOMER][NEUTRAL] Uh, group number is 23647.
[AGENT][NEUTRAL] Let me pull that up here.
[CUSTOMER][NEUTRAL] An invoice, oh sorry.
[AGENT][POSITIVE] No, sorry, no worries go ahead with the invoice.
[CUSTOMER][NEUTRAL] 0006380077
[AGENT][POSITIVE] All right, and I apologize. Can I grab your first name again?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And what's the amount we're paying today?
[CUSTOMER][NEUTRAL] Uh, just that total amount on the invoice, the 177. 67.
[AGENT][NEUTRAL] And then for verification [PII] I just need the uh group name and the address please.
[CUSTOMER][NEUTRAL] Uh, the address is [PII], um, and then you may have it under my name which is [PII] or it may be [PII] Sullivan and Associates.
[AGENT][NEUTRAL] Yeah, we, we have yours it looks like, alright, let me get somebody on the line and billing that can take this payment from you just one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you this afternoon?
[CUSTOMER][POSITIVE] Hey, I'm doing good how are you?
[AGENT][NEUTRAL] Good thanks um I have a group on the line and she just needs to make a payment.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, what is that group number?
[AGENT][NEUTRAL] Uh, group number is gonna be 236-47, should come up for a Miller, Sullivan, and Associates.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] And we're speaking with Ms. [PII].
[CUSTOMER][NEUTRAL] Miss [PII], OK, I see her here. All right, I've got them pulled up, um, and do you happen to have their callback number?
[AGENT][NEUTRAL] I do. It's the [PII].
[AGENT][NEUTRAL] [PII] and then I also have the invoice if you want that the number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, what is the invoice number?
[AGENT][NEUTRAL] Invoice number she gave me was 6380077.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see, um, it looks like that one's already been paid, but um I'll confirm that with her.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] Yeah they may have um already had somebody pay that but that was their February invoice they're actually paid current but I'll go over that with her that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I appreciate you, [PII] thanks so much.
[CUSTOMER][POSITIVE] No problem. Mhm thank you. OK.
[AGENT][NEUTRAL] Here she comes. Yup.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Ms. [PII]?
[CUSTOMER][POSITIVE] Yes ma'am, hi how are you doing today?
[CUSTOMER][NEUTRAL] Um, I just need to pay my February invoice.
[CUSTOMER][NEUTRAL] OK, yes ma'am, I've got your group information pulled up um and it looks like um we actually showed that that February invoice was already paid um it looks like it posted on the [PII].