AccountId: 011433970860
ContactId: 434068b4-3c90-426a-9c6a-d5c183c094a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218679 ms
Total Talk Time (AGENT): 93379 ms
Total Talk Time (CUSTOMER): 78419 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/434068b4-3c90-426a-9c6a-d5c183c094a3_20250307T14:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the virtual card team calling to make a payment. Please know that this call may be recorded for quality and training purposes.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, I can help you with that, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] [PII], thank you. And a good callback number, please.
[CUSTOMER][NEUTRAL] Thank you. Sure. That's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the group number?
[CUSTOMER][NEUTRAL] Uh, group number is 25,240.
[AGENT][NEUTRAL] Group name and address, please.
[CUSTOMER][NEUTRAL] Sure, uh, this should be under CareMax, and the address I'm showing is the [PII], that's in [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the invoice number?
[CUSTOMER][NEUTRAL] I'm paying invoice number 6380345.
[AGENT][POSITIVE] Thank you. And the pay amount you want to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I, I wanted to confirm that with you. I'm showing it for $6,0016.35.
[AGENT][NEUTRAL] Alright, and now I do need to get this to a billing representative to process that payment and they can verify that for you, OK?
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] If you'll hold just one moment, thank you, [PII], for calling APL. Have a lovely weekend. one moment.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Well, happy Friday, [PII]. This is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] And I got some money for you.
[CUSTOMER][NEUTRAL] Oh, wish it was for me.
[AGENT][NEUTRAL] I know, me too.
[AGENT][POSITIVE] Hey, next week, right? I'm ready.
[CUSTOMER][NEUTRAL] Yeah, looking for.
[AGENT][NEUTRAL] I I've got Bill pay on the line to make a payment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's group number 25,240 for CareMax.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's calling to make a payment on invoice number 6380345.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the amount of $6,0016.35.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have [PII] on the line.
[AGENT][NEUTRAL] And her callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and I'll get her on the line and for you give me another second to get all that up.
[CUSTOMER][POSITIVE] Perfect, thank you, yes, I'm logging in.
[AGENT][POSITIVE] All right. Thanks, [PII]. I hope you have a lovely day and happy weekend. One moment.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] [PII], thank you for your patience. I have [PII] on the line and she's going to assist you with the processing of that payment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright thank you [PII] you have a great day.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thanks. Bye.
[CUSTOMER][NEUTRAL] Hello this is [PII]. Um, how are you doing today?
[CUSTOMER][POSITIVE] I'm doing great. What about yourself? I'm doing well, thank you.