AccountId: 011433970860
ContactId: 250ff066-a4a0-4003-9a54-ffdf4aa259bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217339 ms
Total Talk Time (AGENT): 97940 ms
Total Talk Time (CUSTOMER): 71612 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/250ff066-a4a0-4003-9a54-ffdf4aa259bd_20250110T16:25_UTC.wav
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[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] You for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling from Rampart Resources to pay our, um, group invoice.
[AGENT][NEUTRAL] OK, I can help you um with your group invoice payment. Can I please get your name and your call back number just in case our call is dropped.
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be [PII]. The phone number is [PII].
[AGENT][NEUTRAL] OK and then what is your group number?
[CUSTOMER][NEUTRAL] It's 263-887.
[AGENT][NEUTRAL] OK, and the invoice number please?
[CUSTOMER][NEUTRAL] 0006378129.
[AGENT][NEUTRAL] OK and then the amount that you're going to be paying today.
[CUSTOMER][NEUTRAL] $1,346.08.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a brief hold. I'm gonna go ahead and transfer you now on over to group billing so they can take that payment over the phone for you, and I'm gonna let them know that you've already, um, given me all the information. I'm gonna pass that on to them so they have that for you, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, you're very welcome. I hope you have a wonderful weekend, Miss [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the care team. I've got um Ms [PII] on the phone.
[AGENT][NEUTRAL] Her policy number is 263 I'm sorry, her group number, good grief, 263.
[CUSTOMER][NEUTRAL] OK, hold on just a moment, hold on just a moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 263.
[AGENT][NEUTRAL] 87
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she's calling to make a payment on invoice number 000637.
[AGENT][NEUTRAL] 8129.
[AGENT][NEUTRAL] And she's making the payment in the amount of $1,346.08.
[CUSTOMER][NEUTRAL] And you said you got [PII] on the phone?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And that's OK, hold on just a moment. Let me see what I have.
[CUSTOMER][NEUTRAL] Get out of everything and you verified everything, love?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes ma'am, she's just need to make a payment.
[CUSTOMER][NEUTRAL] OK, 2638.
[CUSTOMER][NEUTRAL] And she's wanting to make a payment.
[CUSTOMER][NEUTRAL] OK, and have you got a good call back number?
[AGENT][NEUTRAL] Yes ma'am, her call back is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright, send Miss [PII] and I can help her with that.
[AGENT][POSITIVE] You have a good weekend, [PII] bye bye.
[CUSTOMER][POSITIVE] You too, love. Thank you. Bye-bye.