AccountId: 011433970860
ContactId: 37df654b-c1de-4393-8665-1c6ad79e81e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 784320 ms
Total Talk Time (AGENT): 116442 ms
Total Talk Time (CUSTOMER): 196786 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/37df654b-c1de-4393-8665-1c6ad79e81e8_20250527T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Roundup Memorial Hospital, and I'm on there trying to get our statement to pay, um, and it's saying oops, there's an error and it listed your number to call. I'm just trying to get my, it just keeps saying loading statements.
[AGENT][POSITIVE] All right. Um, I'll be happy to help you with that today. What did, can you repeat your name for me one more time? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, Miss [PII], just in case we get disconnected, what's a good phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and do you know your group number?
[CUSTOMER][NEUTRAL] Uh, let me see if I can pull up an old bill, just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The number is 149,214,920. Thanks, [PII].
[AGENT][NEUTRAL] OK, uh, let me pull that up. Give me just a second.
[CUSTOMER][NEUTRAL] My boss heard me and gave it to me.
[AGENT][NEUTRAL] OK. 14,920.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. I just need to verify a few things, [PII]. Um, what is the group's address?
[CUSTOMER][NEUTRAL] Um, one second, I'm kind of new, so I'm trying to look at, but hold on a minute, the last, let's see, on our last bill that I picked up offline, it was [PII].
[CUSTOMER][NEUTRAL] And our PO box, I don't know if it has that is [PII].
[AGENT][NEUTRAL] OK, and who is y'all's contact person?
[CUSTOMER][NEUTRAL] Is that your [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or it's gonna be me.
[AGENT][NEUTRAL] Or his
[CUSTOMER][NEUTRAL] If not her, it's [PII].
[AGENT][NEUTRAL] OK, yes, we have [PII] and uh can you verify, let me see, can you verify me uh the phone number for the group? I've got your phone number, but I need the one for the group.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, here's the main hospital number [PII].
[AGENT][NEUTRAL] OK. Uh, maybe this is [PII]'s number.
[CUSTOMER][NEUTRAL] [PII], you're 4. I never she's uh the same [PII] or the last 4.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's it. Yes, ma'am. Thank you. All right. And the
[CUSTOMER][NEUTRAL] OK, you're the main phone number [PII].
[AGENT][NEUTRAL] The last thing I need to verify with you guys is the contact email address we have for the group.
[CUSTOMER][NEUTRAL] Oh I think it's um, let's see, I look that up. [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] That's where you send our email telling me to go online and get the statement, so should be that.
[AGENT][NEUTRAL] Yes, all right, Ms. [PII], thank you so much for verifying all the information for me. Um, give me just a moment. I'm gonna get, um, group billing on the line and see if they can figure out what's going on. So you said that it's telling you to call us when you try to submit the payment in the OSC.
[CUSTOMER][NEUTRAL] No, I'm trying to print the statement so I can put it in our system and cut a check for it, but it's saying oops look like we're experiencing technical difficulties. If you continue experiencing issues, please contact and they list your number.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're just trying to print the statement. OK, all right, give me.
[CUSTOMER][NEGATIVE] I'm trying to get it, yeah, because you guys just email me to please go online and print it. I don't, they don't actually send me the, the statement. I have to go online and get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, so let me get with them real quick and see if we can just email you a copy or something and see if they can see what's going on with um with the OSC. Give me just a moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Mars great Bill.
[AGENT][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do do do do do do do do do.
[CUSTOMER][NEUTRAL] For calling ACL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Send.
[CUSTOMER][NEUTRAL] You're here early.
[CUSTOMER][NEGATIVE] Yeah, well, I didn't have to get anybody to school. I just had had. You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Deering.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello? Yes, my name is [PII]. Can I help you? Um, somebody had me on hold. They were helping me.
[CUSTOMER][NEUTRAL] OK, what can I help you with?
[CUSTOMER][NEGATIVE] Um, I'm trying to get my statement printed because this, it's telling me you guys are having an error on the website and I'm trying to get my statement off of there.
[CUSTOMER][NEUTRAL] OK, um, group number 14,920.
[CUSTOMER][NEUTRAL] I, you know, I put all that away. I, I'm sorry, um, let me look everything up, hold on.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Is it Roundup Memorial Healthcare?
[CUSTOMER][NEUTRAL] Yes, I'm sorry I had to open the whole sheet back up. She had already gotten all this, so I closed everything, um, yeah, it's Roundup Memorial.