AccountId: 011433970860
ContactId: 27f22654-31b1-41f7-af52-fe3294557e32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213559 ms
Total Talk Time (AGENT): 75480 ms
Total Talk Time (CUSTOMER): 60309 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/27f22654-31b1-41f7-af52-fe3294557e32_20250206T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I'm calling from South Florida Pediatric surgeons. Can you look at my account and tell me what you show as the, uh, balance cause there's a discrepancy from the invoice I received to the online.
[AGENT][NEUTRAL] Oh, OK, I see you, so you're with a group.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and we were just needing to see if there was a balance or what the balance was?
[CUSTOMER][NEUTRAL] Yes, I, I show February invoices open, which was when I was getting ready to pay, but online it's showing me January and February is still open.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I got you. Um, [PII], really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII]. I'm gonna give you the back line because we're on service.
[AGENT][NEUTRAL] OK thank you and then uh what was the group number please?
[CUSTOMER][NEUTRAL] It is 17319.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, uh, [PII], just gonna verify some information really quick. Uh, can you give me the address for the business please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the, can you verify the email address that we've got on file for you all?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for that [PII]. Alright, bear with me just a moment let me get these invoices pulled up here and see.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What is going on?
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK [PII], if you don't mind I'm going to put you on a brief hold and reach out to our billing department just to see what they see.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][POSITIVE] You're, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][NEUTRAL] It's very.
[AGENT][NEUTRAL] Doing all right thank you. I have a group admin on the line wanting to see what their total balance is. She said she's working on their February um invoice and she went online and she said it looks like she owes they owe for January as well and she wanted to verify that.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 17319.
[CUSTOMER][NEUTRAL] And who's on the phone?
[AGENT][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] She the admin on file?
[AGENT][NEUTRAL] Yes, yes, she is the contact.
[CUSTOMER][NEUTRAL] Alright you can send her to me.
[AGENT][POSITIVE] OK thank you bye bye.