AccountId: 011433970860
ContactId: 28999196-529f-45f8-882a-f86ccadab9ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270179 ms
Total Talk Time (AGENT): 72657 ms
Total Talk Time (CUSTOMER): 89768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/28999196-529f-45f8-882a-f86ccadab9ea_20250625T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes sir, good morning. uh, I'm calling because since you guys did some changes on on the site for some reason I have not been able to connect and I called a couple of times and we have not been able to do it and I get a nonpayment uh thing twice they told me they were gonna call me Monday so at this point I really don't care about fixing the site. I just wanna see if I can go ahead and pay this because nobody's called me back.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's the group?
[CUSTOMER][NEUTRAL] So I give you our group number?
[AGENT][NEUTRAL] Yeah, what's the group number?
[CUSTOMER][NEUTRAL] Yeah, 17021 17021.
[CUSTOMER][NEGATIVE] We tried creating uh a new link as it was supposed to be done but not but never got through something happens, so they've been trying and trying and trying.
[CUSTOMER][NEGATIVE] An email went out to everybody. Now everybody's scared, so.
[CUSTOMER][NEUTRAL] Hopefully I can pay with the credit card company credit card.
[AGENT][POSITIVE] OK, yeah, you can definitely do a payment over the phone. Can I get your first name?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII].
[AGENT][NEUTRAL] Alright, thank you, [PII], and then do you have the invoice number that you need to pay and the amount by chance?
[CUSTOMER][NEUTRAL] Yes, yeah, yeah, I have the invoice in front of me.
[CUSTOMER][NEUTRAL] It's 638-7204.
[AGENT][NEUTRAL] OK, and the amount.
[CUSTOMER][NEUTRAL] 11,121 with 12 cents.
[AGENT][NEUTRAL] OK, and then do you have a good call back number because I'm gonna need to reach out to billing and I, if something happens on the transfer.
[CUSTOMER][NEUTRAL] Sure, I'll give you my cell. It's the best way to get me [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright. And just to confirm, this is for South Miami inpatient physicians, correct?
[CUSTOMER][POSITIVE] Correct, mhm, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me get somebody on the line in billing so they can take this payment from you. Uh, give me just a second, [PII].
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[AGENT][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.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] OK, I can help them. What's the group number?
[AGENT][NEUTRAL] Group number is 17021 for South Miami inpatient physicians.
[CUSTOMER][NEUTRAL] OK, thank you, [PII] and who am I talking to?
[AGENT][NEUTRAL] We're talking to [PII].
[CUSTOMER][POSITIVE] All right, thank you, [PII]. I'll be glad to help her.
[AGENT][NEUTRAL] Alright, here she comes. 1 2nd.
[CUSTOMER][NEUTRAL] Right. You are on hold.
[AGENT][NEUTRAL] [PII], I have [PII] on the line in billing and she's got your information. She's gonna take the payment, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I work in the group.