AccountId: 011433970860
ContactId: 671acaea-14d3-4735-ad62-350d22901a14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370059 ms
Total Talk Time (AGENT): 86112 ms
Total Talk Time (CUSTOMER): 179814 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/671acaea-14d3-4735-ad62-350d22901a14_20250131T15:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I assist you?
[CUSTOMER][NEUTRAL] Hi, so this is [PII] from the Bill Visual card team calling to make a payment. Is it OK to record this call for quality and training purposes? Thank you.
[AGENT][NEUTRAL] Uh sure, yes. May I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure. That will be [PII].
[CUSTOMER][NEUTRAL] [PII]. I just to double check your first name is [PII], right?
[AGENT][NEUTRAL] Oh, [PII] mhm. Correct.
[CUSTOMER][POSITIVE] So there's so much I can do so much.
[AGENT][NEUTRAL] OK, and what's the group number for [PII]?
[CUSTOMER][NEUTRAL] OK, let me, mm, let me double check because of tomorrow I only have the invoice number. Do you need the group number, right?
[AGENT][NEUTRAL] Yes, the number, mhm.
[CUSTOMER][NEUTRAL] OK, I see group number as 25,240.
[AGENT][NEUTRAL] OK, what's the name of the group?
[CUSTOMER][NEUTRAL] The group I see here is on CareMax Inc I believe or is that's the name of the organization I'm calling for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and what is the invoice that you're trying to pay with the invoice number?
[CUSTOMER][NEUTRAL] Yes, the invoice number would be 637-8864.
[AGENT][NEUTRAL] What's the amount that you're trying to pay?
[CUSTOMER][NEUTRAL] $6,0048.33 with a Mastercard credit card by the way.
[AGENT][NEUTRAL] OK. All right. OK, Mr. [PII], give me just a minute. Let me go ahead and get you to a representative that can take the payment for you, OK? One moment.
[CUSTOMER][POSITIVE] OK, sounds great. So thank you so much have a wonderful day.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You as well.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII] how are you? this is [PII].
[CUSTOMER][POSITIVE] I'm good, how are you?
[AGENT][NEUTRAL] I'm good, thank you. I have a um somebody from [PII] trying to make a payment on the group.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] You have the group number?
[AGENT][NEUTRAL] Yes, the group number is 25,240.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright do you have the invoice number?
[AGENT][NEUTRAL] I do. It's 637-886-4.
[CUSTOMER][NEUTRAL] And the amount?
[AGENT][NEUTRAL] Um, he said $6,0048.33.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Come on computer, not today. Don't be like this.
[AGENT][NEUTRAL] End of the week
[CUSTOMER][NEUTRAL] Come on already. All right. uh.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] This group's already
[CUSTOMER][NEUTRAL] Submitted the um submitted the invoice.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] On the online service center.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hang on one second, let me see.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] See you actually submitted it. The group did on the [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see how they usually pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bill or car payment.
[CUSTOMER][NEUTRAL] OK, it looks like the group must just be submitting the invoices and then.
[CUSTOMER][NEUTRAL] Doing the payment, OK, you can send it to me.
[AGENT][NEUTRAL] OK, his name is [PII]. The callback number is [PII].
[CUSTOMER][NEUTRAL] No, you send to me.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Mr. [PII]. I got Ms. [PII] on the line. She's in the group billing department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Perfect. So thank you so much. And what's, what's your name, [PII]?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much. uh I appreciate all. Have a wonderful day. uh, happy weekend. Bye bye.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] You also. Thank you, you too, Mr. [PII].
[CUSTOMER][POSITIVE] Alright, let me get everything entered real quick and then I can take that card payment.
[CUSTOMER][NEUTRAL] Alright, I'm ready for the card number.
[CUSTOMER][NEUTRAL] And there are no additional fees for this transaction, right? No.
[CUSTOMER][POSITIVE] Perfect. Car number would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Expiration date [PII].
[CUSTOMER][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] He's the code [PII] and this payment is for 6048 with 33 cents, right? Mhm.
[CUSTOMER][NEUTRAL] What's the email to send the confirmation number to?
[CUSTOMER][NEUTRAL] Yes, you please send that to [PII].
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Alright, that's been processed and you'll receive that confirmation number.