AccountId: 011433970860
ContactId: 444cb4ac-898a-4593-9c2f-6da8f4805beb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506540 ms
Total Talk Time (AGENT): 154376 ms
Total Talk Time (CUSTOMER): 318040 ms
Interruptions: 7
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/444cb4ac-898a-4593-9c2f-6da8f4805beb_20250225T13:54_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning, um, can you hear me well?
[AGENT][NEUTRAL] There's an [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I, I can't hear you very well.
[CUSTOMER][NEUTRAL] Uh, OK. Hello.
[AGENT][POSITIVE] I, I can hear you. It's just very soft.
[CUSTOMER][NEUTRAL] Um, uh.
[CUSTOMER][NEUTRAL] Uh, OK, OK, um, you're talking to [PII] calling from Park City and our partner. Um, I've been trying to log into our, um, account on your website, but, um, I'm getting an error, um, America's fidelity system currently offline. Um, how am I able to extract the invoice for for this month?
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Um, let me just check. Yes, I can hear you. I can hear you. Um, can you please hold? Let me check.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Is, is there a lot of background noise?
[CUSTOMER][POSITIVE] Oh, I'm so sorry about that. Um, I made the phone call from my AC, so I think they must, yeah, so sorry about that. I'm trying to.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Confirm, am I able to to like extract this like from the previous invoice, any previous bill?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Do you have the group number available?
[CUSTOMER][NEUTRAL] Um, at hand, no, unfortunately, no, I'm going to check it.
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEGATIVE] No, I just got the bill from the previous month. I thought that maybe I'll be able to find it, but I can't.
[AGENT][NEUTRAL] What is the name of the group?
[CUSTOMER][NEUTRAL] Um, they do.
[AGENT][NEUTRAL] I'm sorry, do you mind repeating that?
[CUSTOMER][NEUTRAL] [PII], Bayview, uh B A Y V I E W [PII] R.
[AGENT][NEUTRAL] B A Y V, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] Incorporated.
[CUSTOMER][NEUTRAL] Thank you. Do you need the address?
[AGENT][POSITIVE] That's [PII].
[CUSTOMER][NEUTRAL] You need the address as well.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um, do you need like your address as well.
[AGENT][NEUTRAL] No, I'm just trying to find the um [PII] is [PII] incorporated?
[CUSTOMER][NEUTRAL] Yeah, [PII] also [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] would it go by any other name?
[CUSTOMER][NEUTRAL] Mm, you can try um our dental partners, but I, I don't think so because even our invoices um I get pay dental.
[AGENT][NEUTRAL] And what was the other name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me just try that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything after the word Bayview?
[CUSTOMER][NEUTRAL] Bayview Dental Associate.
[AGENT][POSITIVE] I think I've found it. OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Confirm it's not just.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] Uh sorry, [PII].
[AGENT][NEUTRAL] Can you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the address for the group?
[CUSTOMER][NEUTRAL] 1 6801.
[CUSTOMER][NEGATIVE] Energy costs.
[CUSTOMER][NEUTRAL] If you want to your card.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And are you with the group administrator?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yes, yes.
[AGENT][NEGATIVE] Cause I don't
[CUSTOMER][NEUTRAL] I'm kind of new. I'm a new guy, so you may, yeah, yeah, yeah. So I'm actually trying to see how the, um, I got credentials I'm logging in, but it seems like um the website is down, so I needed to pay that in myself.
[AGENT][POSITIVE] I got you.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Did you want to pay it with a credit card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, wanted to read, um, prepare a check.
[AGENT][NEUTRAL] OK. Because I don't have you listed as a contact person.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the only way that I can give you that information, Mr. [PII], is if the group administrator, um, do you know [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah.
[AGENT][NEUTRAL] She would have to give us permission to speak with you. She can also email that to [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh uh-huh.
[AGENT][NEUTRAL] And giving giving us permission to add you as a group contact.
[CUSTOMER][POSITIVE] All right. That is great. OK. Let me, um, do that right away. Um, so, um, if I can just confirm who do I talk to?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Now once, unless you're calling to pay with a credit card.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now, we can take credit card payment with with that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, contact
[AGENT][NEUTRAL] Permission
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] All right. Um, so even if [PII] is to reach out, um, maybe via your website.
[CUSTOMER][NEUTRAL] Um, I don't think you'll be able to log in because I, I, I see an error on your, on your login page.
[AGENT][NEUTRAL] Right, and she would have to give us permission to add you so that you can log uh create a log in.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] All right. That is OK. Um, let me do that right now. Thank you so much.
[AGENT][POSITIVE] You're very welcome. And Mr. [PII], it has been a pleasure to assi[PII]. And in case somebody needs to contact you, what is your callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry, I didn't get that.
[AGENT][NEUTRAL] In case somebody needs to contact you, what is your callback number?
[CUSTOMER][NEUTRAL] Oh, OK. Oh, OK, OK, um, you can, uh, use, I'm sorry I don't really have my contact office. It is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you, Mr. [PII] and just get her to add you as a contact person.
[AGENT][NEUTRAL] And that way when you call in then we can speak with you regarding invoices or or whatever we need to assist you with OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, that would be fantastic. Thank you so much.
[CUSTOMER][POSITIVE] All right. Um, uh, thank you so much. Um, I'll definitely reach out. Thank you.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.