AccountId: 011433970860
ContactId: 6413eb53-b5ca-4618-b58f-5d350a42f3ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273739 ms
Total Talk Time (AGENT): 98828 ms
Total Talk Time (CUSTOMER): 107039 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/6413eb53-b5ca-4618-b58f-5d350a42f3ec_20250214T18:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII], good morning. My name, uh, good afternoon. My name is [PII] and I'm calling from Avid Exchange on a recorded line, and I would like to make a payment on behalf of TradeStation Technologies. Uh, would you be able to assist?
[AGENT][POSITIVE] Sure, I'll be more than happy to assist you with the payment. And can you, um, from my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] Yeah. Uh my name is [PII] and my last name is [PII], [PII]
[AGENT][NEUTRAL] Thank you for that and then may I have the, well, a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you for that. And the member's policy, well, actually, uh, may I have the group name and number?
[CUSTOMER][NEUTRAL] Yeah, uh, actually, uh, I don't have my invoice image for now. I only have the invoice number.
[AGENT][NEUTRAL] OK, what's the invoice number?
[CUSTOMER][NEUTRAL] Yeah, 6381291.
[AGENT][NEUTRAL] And the amount
[CUSTOMER][NEUTRAL] And the amount is, yeah, and the amount is $2,134.11.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I locate that invoice.
[AGENT][NEUTRAL] All right, and [PII], um, before I transfer you over to group billing for payment, was there anything else I could assist you with today?
[CUSTOMER][NEGATIVE] Yeah, make payment for this one and nothing all.
[AGENT][NEUTRAL] Right, before I transfer you over to group billing to make your payment, was there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Uh, I think, I think, uh, it's all set, ma'am. Thank you so much for that.
[AGENT][NEUTRAL] OK, well, you're welcome and thanks for calling APL. Hold on one moment for your transfer to group billing.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. Um, I have a [PII] rep on the other line that needs to make a payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it's for group 15156.
[CUSTOMER][NEUTRAL] 15156.
[AGENT][NEUTRAL] Mhm. Did I write it down wrong? Hold on. 1515. It should be the TradeStation.
[CUSTOMER][NEUTRAL] Um, that's not a.
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] The Trade Station Group, group number 15156.
[CUSTOMER][NEUTRAL] I wonder why it didn't pull up and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Lion and on base has been doing its own thing today.
[CUSTOMER][NEUTRAL] All right. um, OK, what, um, what other information?
[AGENT][NEUTRAL] It's invoice number 6381291?
[AGENT][NEUTRAL] For $2,134.11.
[AGENT][NEUTRAL] Oh I'm speaking with [PII]
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] I'm not even gonna pronounce it at the time I can barely understand them when they're reading the card number, um.
[AGENT][NEUTRAL] Talking, right.
[CUSTOMER][NEUTRAL] Uh, OK, uh, let's see one.
[CUSTOMER][NEUTRAL] 1213 1291 OK.
[CUSTOMER][NEUTRAL] Alright you can send them to me.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hello hello ma'am.
[AGENT][POSITIVE] Hi, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, like she said my name is.