AccountId: 011433970860
ContactId: 50568d2b-ca63-4428-bd62-79bcf70f04c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275309 ms
Total Talk Time (AGENT): 102373 ms
Total Talk Time (CUSTOMER): 66433 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/50568d2b-ca63-4428-bd62-79bcf70f04c6_20250221T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], um, I'm calling in reference to uh an email I received about uh an open invoice. Can you, can we view our account please?
[AGENT][NEUTRAL] Sure, yeah, I could take a look at that. You got an email regarding an uh invoice of yours?
[CUSTOMER][NEUTRAL] Yes, uh, the account name is M Kirantes Orthopedic.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, oh, so what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, and this was for the group, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have that group number?
[CUSTOMER][NEUTRAL] Hm, I don't have the group number on this letter, but I have an invoice number. Can that help?
[AGENT][NEUTRAL] Um, let's see, what did you say the group name was?
[CUSTOMER][NEUTRAL] M as in Mary and then Kirantes, Q U I R A N T E S.
[AGENT][NEUTRAL] OK, let me just try searching that give me just a moment.
[AGENT][NEUTRAL] OK, no, I was not able to find it with that. Um.
[AGENT][NEUTRAL] What was that invoice number?
[CUSTOMER][NEUTRAL] 17559.
[AGENT][NEUTRAL] OK, that was the group number actually.
[AGENT][POSITIVE] OK cool I was able to find y'all alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That works. Give me just a moment. [PII], are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, appreciate that. OK, um, so does the the email state that there's a premium due is that right?
[CUSTOMER][NEUTRAL] Yes, back from October.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I don't, I mean, it's weird, I mean, I don't.
[AGENT][NEUTRAL] OK, give me just a moment, let me take a look here.
[CUSTOMER][NEUTRAL] You need to look into
[AGENT][NEUTRAL] Well, from what I can see you're paid up to date. So if you don't mind just for good measure, um, I'm gonna put you on a brief hold, [PII] and, uh, reach out to our billing department just to make sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing all right thank you. I have a group admin on the line who said that she received an email from us regarding uh premium due for their group um she doesn't have an invoice number but I mean from what I can see it looks OK but she just wanted to verify that was all good.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 17559.
[AGENT][NEUTRAL] She said it was for October. OK, OK, do you want me to hand you to her? We're speaking with uh [PII].
[CUSTOMER][NEGATIVE] Yeah we're missing the October invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.