AccountId: 011433970860
ContactId: 245e8d5f-1104-4801-9ba1-6abd4dad1211
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212300 ms
Total Talk Time (AGENT): 75952 ms
Total Talk Time (CUSTOMER): 84458 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/245e8d5f-1104-4801-9ba1-6abd4dad1211_20250606T18:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from the virtual card team calling to make a payment on behalf of a mutual customer. Please take note that this call is recorded for quality and training purposes.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the payment. And [PII], may I have a good contact number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm. Yup, um, our contact number is [PII].
[CUSTOMER][NEUTRAL] People
[CUSTOMER][NEUTRAL] OK, go.
[AGENT][POSITIVE] Thank you. And the group number?
[CUSTOMER][NEUTRAL] Um, yep, the group number or the invoice number, oh, group number 26975.
[AGENT][POSITIVE] Thank you and the group name?
[CUSTOMER][NEUTRAL] And it's on behalf of American Board of Pathology Inc.
[AGENT][NEUTRAL] Thank you, may I have the invoice number and the amount that you want to pay today?
[CUSTOMER][NEUTRAL] Mhm yep, um, the invoice number for this one is 0006391407.
[AGENT][NEUTRAL] The phone went out. Was there anything after 407?
[CUSTOMER][NEUTRAL] Um, no, that's it. 00063914, yeah.
[AGENT][NEUTRAL] Oh, that's it? OK
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, and how much did you want to pay on this bill today?
[CUSTOMER][NEUTRAL] For this invoice, you have a total amount of $311.28.
[AGENT][NEUTRAL] 38 cents.
[CUSTOMER][NEUTRAL] 28 cents.
[AGENT][NEUTRAL] 28. OK. Alrighty, and thank you so much for the information and [PII]. Do you mind if I place you on just a brief hold while I reach out to group billing for the payment?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm. No problem, [PII]. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Was there anything else I can assist you with before I transfer?
[CUSTOMER][POSITIVE] That's for today. Thank you so much, [PII].
[AGENT][POSITIVE] All right, you're welcome. Thanks for calling APR. Have a great weekend. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling IPL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] on the care team. I have a um [PII] rep on the other line that needs to make a payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, her name is [PII]. Are you ready?
[CUSTOMER][NEUTRAL] Mhm yeah group member.
[AGENT][NEUTRAL] OK, um, 26975.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um her name is [PII]. It's invoice 6391407.
[AGENT][NEUTRAL] For $311.28.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All right, send them to me.
[AGENT][NEUTRAL] Alrighty hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah, hi.
[AGENT][POSITIVE] Hi, thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey [PII], like