AccountId: 011433970860
ContactId: 4db0ff1d-bcf8-4e04-b192-b2fa85b9aa1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185100 ms
Total Talk Time (AGENT): 67412 ms
Total Talk Time (CUSTOMER): 73872 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/4db0ff1d-bcf8-4e04-b192-b2fa85b9aa1e_20250321T19:05_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Bill's virtual care team calling to make a payment. Please note that this call will be recorded for quality and training purposes.
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the group number?
[CUSTOMER][NEUTRAL] Group number is?
[CUSTOMER][NEUTRAL] 259-973.
[AGENT][NEUTRAL] Group name and address please ma'am.
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is the invoice number?
[CUSTOMER][NEUTRAL] Invoice 0006383167.
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] Total to be paid is for $55.88.
[AGENT][NEUTRAL] All right, thank you. Now, [PII], I will need to get a claims representative for you to continue processing that uh payment. If you will hold just one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hey, [PII], Happy Friday. It's [PII].
[AGENT][NEUTRAL] I, hey, I've got [PII] on the line to make a payment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, what's that group number?
[AGENT][NEUTRAL] Group number is 25973.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the invoice number is 6383167.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the amount is $55.88.
[CUSTOMER][POSITIVE] All right. I got it.
[AGENT][POSITIVE] All right. [PII], if you'll, I'll send them to you. I hope you have a great weekend. Take care. One moment.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] All right thank you you too.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII], thank you for your patience. I have [PII] on the line she's going to assist you with processing that payment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII], and who am I speaking with? [PII]? This is [PII] from Bill's virtual pro team.