AccountId: 011433970860
ContactId: 18c488e1-7519-4df8-8f70-38da1c087d6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254639 ms
Total Talk Time (AGENT): 70252 ms
Total Talk Time (CUSTOMER): 111168 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/18c488e1-7519-4df8-8f70-38da1c087d6f_20250403T18:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I wanted to make a payment.
[AGENT][NEUTRAL] OK, and if I can get, OK, and if I can get your name.
[CUSTOMER][NEUTRAL] For the plan?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. I've got the group number invoice number [PII]
[AGENT][NEUTRAL] Is that
[AGENT][NEUTRAL] Is it C A I D A. OK, the group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 2434 9.
[AGENT][NEUTRAL] 349 and what's a good call back number for you, [PII]?
[CUSTOMER][NEUTRAL] Um, shoot, might be the company 305.
[CUSTOMER][NEUTRAL] Mm, give me a second, give my signature.
[CUSTOMER][NEUTRAL] 6704416
[AGENT][NEUTRAL] 4416. OK, give me one second.
[CUSTOMER][POSITIVE] You're good, you're fast.
[CUSTOMER][POSITIVE] You picked them up quick. I said those numbers pretty fast.
[AGENT][POSITIVE] Let's see, you're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Normally we pay by credit card. I just wanted to go ahead and make sure that a credit card payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because I don't think it's an auto pay, so I need to call in every time.
[AGENT][NEUTRAL] You gave me group number 24349?
[CUSTOMER][NEUTRAL] 24349 group number APL American.
[AGENT][NEUTRAL] What's the name of the, what's the name of the group?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] We are MD Distributing Inc doing business as Pharma International.
[AGENT][NEUTRAL] Distributing
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what is your email address, [PII]?
[CUSTOMER][NEUTRAL] It's [PII]?
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think you can really have our credit card information.
[AGENT][POSITIVE] All right, thank you for that information and.
[AGENT][NEUTRAL] OK, what invoice are you paying on? Do you have that number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's um do you want the phone number?
[AGENT][NEUTRAL] If you don't mind.
[CUSTOMER][NEUTRAL] OK, it, yeah, so it's [PII].
[CUSTOMER][NEUTRAL] And then it's [PII]. It's [PII] with 59 cents.
[AGENT][NEUTRAL] [PII] and what amount are you paying on the card?
[AGENT][NEUTRAL] [PII] 1559. OK, got it.
[CUSTOMER][NEUTRAL] I think you have the card number already, right?
[AGENT][NEUTRAL] I'm checking one moment.
[CUSTOMER][NEUTRAL] Oh you need that? OK.
[AGENT][NEUTRAL] And what I'm gonna do, [PII], I'm gonna get you over to group billing and then they will make they'll take that payment information, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. Um, I have a group that's wanting to make a payment.
[CUSTOMER][NEUTRAL] OK, uh, what's the group number?
[AGENT][NEUTRAL] It's 243-49.
[CUSTOMER][NEUTRAL] All right, and who are we speaking with?
[AGENT][NEUTRAL] I'm speaking with [PII].
[AGENT][NEUTRAL] And the email address that she verified is on the admin screen?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, give me a second.
[CUSTOMER][NEGATIVE] No, why am I lying. It's being weird. Every time I go to ENTL, it won't work. I have to open a new screen.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, you said 243-49?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That should be MD distributing.
[CUSTOMER][NEUTRAL] OK, I see it. Alright, you can go ahead and send her over.
[AGENT][POSITIVE] OK, thank you so much. Here she comes.