AccountId: 011433970860
ContactId: 60f8add9-4237-4c09-a70a-e7d118cb0665
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345040 ms
Total Talk Time (AGENT): 136074 ms
Total Talk Time (CUSTOMER): 154844 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/60f8add9-4237-4c09-a70a-e7d118cb0665_20250327T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] from Bill's Virtual card team calling to make a payment, and please note that this call will be recorded for quality and training purposes.
[AGENT][NEUTRAL] OK, thank you very much and what is the um and you're calling for a group you're making a payment for the group?
[CUSTOMER][NEUTRAL] Yes, it's a group number 20195.
[AGENT][NEUTRAL] Thank you and what's the invoice number please?
[CUSTOMER][NEUTRAL] Invoice number 0006382254.
[AGENT][NEUTRAL] Thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and how much is, how much are you paying today for the invoice?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] $449.88.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold.
[CUSTOMER][NEUTRAL] You don't know
[AGENT][NEUTRAL] Yes, ma'am. Go ahead.
[CUSTOMER][POSITIVE] You, you're not charge any extra fee, right?
[CUSTOMER][POSITIVE] There's no fee? OK, thank you.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I transfer you on over to group billing. Is there anything else I can help you with before I transfer you to group billing to make the payment?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] You're very welcome you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got a lady on the phone, hey, with a billing company that's calling to make a payment on group number 20195. Yes ma'am.
[CUSTOMER][POSITIVE] Not to worry.
[CUSTOMER][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] Let me get that.
[CUSTOMER][NEUTRAL] Uh, what was that group number?
[AGENT][NEUTRAL] 20195.
[CUSTOMER][NEUTRAL] OK, because you beeped out. I'm sorry.
[AGENT][POSITIVE] Oh, sorry about that.
[CUSTOMER][POSITIVE] I mean, it is what it is. It's gonna be all right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] As long as I can ask you again.
[AGENT][NEUTRAL] I, you can always ask me.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] I appreciate it. I really do. And you've got [PII] on the phone?
[AGENT][NEUTRAL] Yeah, her name is [PII].
[AGENT][NEUTRAL] I want to say
[AGENT][NEUTRAL] And the invoice number is 638.
[AGENT][NEUTRAL] 2254.
[CUSTOMER][NEUTRAL] 638-2254 and that is group.
[AGENT][NEUTRAL] She said 20195.
[CUSTOMER][NEUTRAL] Uh, I had it. 20195.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And the amount is 449.88.
[CUSTOMER][NEUTRAL] 4 49 88.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right. I have to get logged in.
[AGENT][NEUTRAL] And I've got a callback number too if you need that.
[CUSTOMER][NEUTRAL] OK. OK, hold on.
[AGENT][NEUTRAL] It's actually the number she's calling from.
[CUSTOMER][NEUTRAL] OK. And I can help her with that. Well, if I can spell.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] Well she just hung up.
[CUSTOMER][NEUTRAL] But go ahead and
[CUSTOMER][NEUTRAL] Well, I was gonna say go ahead and send her on. I got it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, I guess she decided.
[CUSTOMER][POSITIVE] They're, they're quick, they're quick about that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] On that, so.
[CUSTOMER][POSITIVE] We get that a lot.
[CUSTOMER][NEUTRAL] So, but, OK, they'll call right back, I'm sure.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, she'll call back or I can try to call her back and see if I can get her on the phone so she doesn't think we hung up on her.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, they hung, they hung up. They would usually, I mean, I can, I can try that number, but um, and see, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Usually we can't get anybody on those.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEGATIVE] It's hard for us to on those also whenever they're calling to get benefits or to look for um.
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][NEGATIVE] Claim status they'll hang up on us too and you call back and it's not even the number that it'll tell you it's a number is no longer in service.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] OK, well, I'll let you go. We'll just wait for her to call back then.
[CUSTOMER][POSITIVE] OK, love, I appreciate it. Sorry it took so long. Well, we don't take that. I don't think we took that long.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] No problem at all.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] I don't think we did either.
[CUSTOMER][POSITIVE] OK, love.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Mm, thank you, love. Mm bye-bye.
[AGENT][NEUTRAL] Bye-bye.