AccountId: 011433970860
ContactId: 5df1e3b8-8214-49fd-8b60-eb9b16474042
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 581010 ms
Total Talk Time (AGENT): 156771 ms
Total Talk Time (CUSTOMER): 79587 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/5df1e3b8-8214-49fd-8b60-eb9b16474042_20250321T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to make a payment and um it's telling me that my credentials are incorrect. Can you help me with that?
[AGENT][NEUTRAL] Yes, ma'am, I can help you with making a payment. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] It's [PII] and I have a group number 80118.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Thank you, ma'am. And can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, let me look up your group real quick.
[AGENT][NEUTRAL] OK, thank you Ms. [PII]. I'll just need to verify your group before we go on to group billing to make that payment um please verify the street address for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am. It's gonna be a brief hold um first let me get the invoice number that you're trying to pay and the amount so I can give that to group billing you won't have to do that.
[CUSTOMER][NEUTRAL] OK, invoice number 6,381,210.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold. I'm gonna transfer you on over to group billing now. Is there anything else, Ms. [PII], before I transfer you that I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, you've been helpful.
[AGENT][POSITIVE] OK, thank you very much. You have a wonderful weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Certainly no agents staffed. Goodbye.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You know, agents staffed. Goodbye.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Currently no agents staffed.
[AGENT][NEUTRAL] Ms. [PII], they are all on the phone at the moment, but I'm checking frequently to make sure that somebody gets off and I'll have you next in line, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Certainly no agents staffed. Goodbye.
[CUSTOMER][NEUTRAL] I know agent staff. Goodbye.
[CUSTOMER][NEUTRAL] You know, agent staff. Goodbye.
[CUSTOMER][NEUTRAL] I know agent staff. Goodbye.
[CUSTOMER][NEUTRAL] You know, agent staff. Goodbye.
[AGENT][NEUTRAL] Ms. [PII], they are still on the telephone. Did you want to continue to hold or would you like for me and buddy call you back?
[CUSTOMER][NEUTRAL] Uh, they can, I can hold.
[AGENT][NEUTRAL] OK, I just wanted to make sure and the phone number that are from is the [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, thank you. I'm gonna put you on hold again. I'm gonna keep on trying.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][POSITIVE] Thank God.
[AGENT][NEUTRAL] Are you still holding, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] OK, I wanted to check on you, make sure everything was OK. I'm still trying to get somebody to get on this telephone. They're all very busy right now. I just wanted to check back in.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] Uh thank you, ma'am.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling API. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. Hey, I've got um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I've got um uh.
[CUSTOMER][NEUTRAL] It's like we're the only ones on the phone today.
[AGENT][NEUTRAL] I know, right? And trying to get into.
[AGENT][NEUTRAL] Group billing um.
[AGENT][MIXED] It was really, really hard because the first like 5 times I tried it told me nobody was there and then it just played music forever, but I'm glad you're on the phone.
[CUSTOMER][NEUTRAL] Oh, [PII] was training me on something and [PII]'s at lunch and we're the only 3, that's probably why.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. All right. Well, I have Ms. Nada on the phone and her, her group number is 80118. She has been completely verified.
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] I'm sorry, [PII] was right me while you were while I was talking. I got tired, whoops girl, OK, um, and she wants to pay invoice number 6,381,210.
[AGENT][POSITIVE] And the number she's calling from is a good callback number. She's been holding for a long time.
[CUSTOMER][NEUTRAL] OK, yeah, you can go ahead and send her over and it's the group admin data, right?
[AGENT][POSITIVE] Yes. Thank you. Bye-bye, Bree.
[CUSTOMER][NEUTRAL] OK, yeah, you can go ahead and send her over.
[CUSTOMER][POSITIVE] No problem.