AccountId: 011433970860
ContactId: 64c959d1-a52e-4ed8-bba7-8c5bd997516c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219919 ms
Total Talk Time (AGENT): 78674 ms
Total Talk Time (CUSTOMER): 77708 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/64c959d1-a52e-4ed8-bba7-8c5bd997516c_20250312T16:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. By the way, good day. My name is [PII], and I'm calling from Avid Exchange on a recorded line. Um, I would like to make a payment on behalf of Wentrop House Condominium Association. Are you able to help me with this payment?
[AGENT][NEUTRAL] Yes, and you said you're calling from [PII]?
[CUSTOMER][NEUTRAL] Uh, I'm calling from Avid Exchange.
[AGENT][NEUTRAL] At the exchange, OK. And then [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, that would be [PII].
[AGENT][POSITIVE] Thank you for that. And may I have the group number?
[CUSTOMER][NEUTRAL] Yeah, that would be 18872.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And may I have the invoice number and the amount that you'd like to make a payment for today?
[CUSTOMER][NEUTRAL] Yeah, uh, that would be invoice number 0006382172. That would be for amount of $789.84.
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. [PII], do you mind if I place you on just a brief hold while I get a billing rep to take the payment for you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, yes, that's fine.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][NEUTRAL] I'm well how about yourself?
[AGENT][POSITIVE] I'm doing well. Um, I have an ad adMed exchange uh member on the other line or representative. They want to make a payment over the phone. Um, I have the group number and everything for you.
[CUSTOMER][NEUTRAL] All right, what's that?
[AGENT][NEUTRAL] So it's 18872.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the name of the person calling?
[AGENT][NEUTRAL] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see and her callback number is it the one on the screen?
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, you can see that too? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm just trying to get logged in real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To be able to take that payment, did she by chance give you an invoice number?
[AGENT][NEUTRAL] Yes, and the amount.
[CUSTOMER][POSITIVE] Awesome what's that invoice number?
[AGENT][NEUTRAL] Um, 638-2172.
[CUSTOMER][NEUTRAL] And how much?
[AGENT][NEUTRAL] $789.84.
[CUSTOMER][POSITIVE] All right, I'm ready for whenever you are.
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Mhm. Hello?
[AGENT][POSITIVE] Hi, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Alright alright thank you very much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], this is