AccountId: 011433970860
ContactId: 1814810e-ab4b-4b49-9f08-925e488235a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326690 ms
Total Talk Time (AGENT): 116954 ms
Total Talk Time (CUSTOMER): 110973 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/1814810e-ab4b-4b49-9f08-925e488235a2_20250625T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. I have a contact with a group on the line and they just need to make a payment.
[AGENT][NEUTRAL] Hey
[AGENT][POSITIVE] OK, I can help with the group.
[CUSTOMER][NEUTRAL] Group number is 17021 for South Miami inpatient position.
[AGENT][NEUTRAL] OK, thank you, [PII], and who am I talking to?
[CUSTOMER][NEUTRAL] We're talking to [PII].
[AGENT][POSITIVE] All right, thank you, [PII]. I'll be glad to help her.
[CUSTOMER][NEUTRAL] Alright, here she comes. 1 2nd.
[AGENT][NEUTRAL] Alright, yes, ma'am.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, this is [PII]. I work in the billing department. How are you doing today?
[CUSTOMER][POSITIVE] Uh, I guess pretty good trying to get things done. It's been a day where I've been able to do things.
[AGENT][POSITIVE] Well, good.
[AGENT][NEUTRAL] Oh goodness, I, I hear you. Well, that's a good thing. So you're needing to make a payment on your invoice which invoices are you paying? Or just one or more than one?
[CUSTOMER][NEUTRAL] OK, uh, the one I have in front of me is invoice number 638.
[CUSTOMER][NEUTRAL] 7204.
[AGENT][NEUTRAL] OK. And I show that to be 11,12112. Is that what you're paying?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, give me one moment.
[CUSTOMER][POSITIVE] Yes, hopefully the car goes through.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So let's see, just one moment. OK, we said [PII], and that's gonna be for the May.
[AGENT][NEUTRAL] Alright, I'm ready for that card number, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the expiration please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the 3 digit security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the post uh zip code please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The postal code, the zip code the card is associated with?
[CUSTOMER][NEGATIVE] I don't understand. I can't hear you very well. I don't understand what you're saying.
[AGENT][NEUTRAL] OK, OK, I can repeat it. Can you hear me better now, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh, a little better, yeah.
[AGENT][NEUTRAL] I just need the, OK, I just need the zip code of the card.
[CUSTOMER][NEUTRAL] Oh, zip code [PII].
[AGENT][NEUTRAL] Thank you, ma'am. OK, alright, I'm gonna submit that payment for 11,120, 12.
[AGENT][NEUTRAL] Alright, let me look
[AGENT][NEUTRAL] Alright, let me give you uh the authorization number.
[AGENT][NEUTRAL] OK. Would you like that authorization number?
[CUSTOMER][NEUTRAL] Uh yes, give me one sec.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Should have a pen already in my hand. I'm sorry. OK, go ahead please.
[AGENT][NEUTRAL] All right. Yes, ma'am. It's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] the oh the last two numbers are [PII] OK.
[AGENT][NEUTRAL] Yes, ma'am. That's it.
[CUSTOMER][NEUTRAL] [PII] right?
[AGENT][POSITIVE] Yes, ma'am. That is correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK dokey, uh, can you tell me if there's any open other open invoice?
[AGENT][NEUTRAL] There is, um, I see that the June invoice and the July invoice is also open.
[CUSTOMER][NEGATIVE] OK, and do you see any notes on our account because we have not been able to uh enter the account online since the site was changed and people have been trying to help me but we tried and tried and nobody has been able to get me in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you want me to try to help you?
[CUSTOMER][NEUTRAL] And they told me they were gonna call me Monday, but.
[CUSTOMER][NEUTRAL] Uh, you wanna try, yeah, the only thing is I have an issue with listening to you. I can't hear you very well. I hear a go like you're very far away.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh my goodness. Well, I'll tell you what, what's your, give me your callback number, [PII], and let me call you back. Maybe that'll help. What, where can I reach you? What's your phone number?
[CUSTOMER][NEUTRAL] Let me try this.
[CUSTOMER][NEUTRAL] OK, I'll give you the direct number here it's [PII].
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, let, let me hang up with you and call you back and maybe we'll have a better connection, OK?
[CUSTOMER][POSITIVE] OK, OK, OK, thank you, bye bye.
[AGENT][POSITIVE] OK, thank you, [PII]. You're welcome. Bye-bye.