AccountId: 011433970860
ContactId: 3e397e7a-af59-4a6c-93bf-b288216ce953
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82580 ms
Total Talk Time (AGENT): 35759 ms
Total Talk Time (CUSTOMER): 46167 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/3e397e7a-af59-4a6c-93bf-b288216ce953_20250306T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I have a situation that I'm not sure if you can help me, but I, yes, uh, [PII], and she told me to call here. Um, but I have a group, group number 24653.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Access Health Services.
[CUSTOMER][NEUTRAL] Uh-huh. Yeah, I got Ms. [PII] on the line, but she was on the OSC, uh, making the payment, and she said she got an error and she don't know if it went through or not, but she don't wanna make a double payment.
[AGENT][NEUTRAL] Well, she wouldn't be able to make a double payment on the online service center anyway. Um, let me look.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, there's, once you submit, yeah, it's submitted and it's submitted to be scheduled for tomorrow.
[CUSTOMER][NEUTRAL] So it was submitted, so it did go through.
[AGENT][NEUTRAL] Yeah, and I, and, and all she would have to do is just refresh your screen or log out and log back in and she'll be able to see that but yeah on the online service center there's not a there's not any way to submit like a double payment, yeah.
[CUSTOMER][NEUTRAL] That you don't have.
[CUSTOMER][POSITIVE] Double. Got you. OK. OK. That's good to know for us. OK. All right. Well, thank you so much. Have a good day. You too. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome. You too. Bye.