AccountId: 011433970860
ContactId: 517b48e5-62d6-4409-81ab-18c6bfa2758a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156300 ms
Total Talk Time (AGENT): 57833 ms
Total Talk Time (CUSTOMER): 48968 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/517b48e5-62d6-4409-81ab-18c6bfa2758a_20250424T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team and I've got a group that would like to make a payment.
[AGENT][NEUTRAL] Oh, OK. Let's see here.
[AGENT][NEUTRAL] Let me just get this pulled up real quick.
[AGENT][NEUTRAL] If I could spell.
[AGENT][NEUTRAL] All right, what's that group number?
[CUSTOMER][NEUTRAL] The group number is 80087.
[AGENT][NEUTRAL] Oh, that's one of mine. Let's see.
[AGENT][NEUTRAL] Come on, pull it up.
[AGENT][NEUTRAL] Oh, they don't have any outstanding invoices. OK, um, what's the person's name?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And got her callback number.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. I'm ready for whenever you are.
[CUSTOMER][NEUTRAL] OK, I'm gonna get her on the line and let her introduce you. You said [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK [PII] I've got [PII] on the line she's gonna help you with that OK? All right, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, [PII], like she said, this is [PII] in the billing department. How are you this morning?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm well so she's telling me that you're wanting to um pay on an invoice?
[CUSTOMER][NEUTRAL] I want to pay the premium for May.
[AGENT][NEGATIVE] Uh, unfortunately, I can only take a group payment.
[AGENT][NEUTRAL] Unless you have an individual policy that's paid that way.
[CUSTOMER][NEUTRAL] Yes, this is a group payment.
[CUSTOMER][NEUTRAL] No, no, for the group, for the group premium period of May.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Um, well, May's invoices have not been generated yet. That should happen this weekend, and they should be available on Monday morning.
[CUSTOMER][NEUTRAL] Got it. OK, then.
[AGENT][POSITIVE] I'm sorry about that
[CUSTOMER][POSITIVE] So then I can call back Monday? No, that's OK. All right then. Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh yes ma'am. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's. Thank you very much.
[AGENT][POSITIVE] All right, have a great weekend. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye bye.