AccountId: 011433970860
ContactId: 448b5976-84dd-4602-8b58-4b2c1e36f06e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125440 ms
Total Talk Time (AGENT): 57507 ms
Total Talk Time (CUSTOMER): 58541 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/448b5976-84dd-4602-8b58-4b2c1e36f06e_20250512T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team and I've got a uh group contact on the line that's wanting to see how her plan is set up for payment.
[AGENT][NEUTRAL] Yes ma'am. What's the group number?
[CUSTOMER][NEUTRAL] The group number is 26951.
[AGENT][NEUTRAL] 269-51. OK, and I'm speaking with [PII], is that right?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][POSITIVE] OK, I'll be glad to help you. Thank you, [PII].
[CUSTOMER][POSITIVE] OK, I'll introduce you and then release it. Thank you so much.
[AGENT][POSITIVE] Thanks. You're welcome.
[CUSTOMER][POSITIVE] Hey [PII], I've got [PII] on the line. She's gonna assist you with looking into that, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][NEUTRAL] and you, I just wanted to be sure that we are enrolling direct payments.
[AGENT][NEUTRAL] Yes, ma'am, um, we do have your account number where you can go online and schedule a payment. Have you been doing that?
[CUSTOMER][NEUTRAL] Yes, but I was wondering if I could enroll so I don't have to call every month.
[CUSTOMER][NEUTRAL] Oh, you don't have that?
[AGENT][NEUTRAL] Unfortunately, we don't have that option at the time, no, ma'am. We do not at this time. Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] You don't have that capability, so we would have to to pay, OK, OK, would you take my payment then now?
[AGENT][NEUTRAL] Yeah, would you like to give me a credit card?
[AGENT][NEUTRAL] And to do it over the, yes, well, I'm not able to do it with a checking account over the phone. You would have to go online and schedule it because we have that saved that I can take a credit card if you wanna give me a credit card.
[CUSTOMER][NEUTRAL] Uh, a checking account?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh, no, uh, it, it will go to billing [PII] at [PII]. That's where I go.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Are you talking about going online to the to the online service center to, ma'am?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, thank you, I will go ahead and do that OK thank you.
[AGENT][POSITIVE] You're welcome. Is that all I can help you with?
[CUSTOMER][NEUTRAL] Well, that's it.
[AGENT][POSITIVE] OK, thank you, ma'am. Have a great day.