AccountId: 011433970860
ContactId: 6db1b600-b84e-40b3-a695-4e96e0e00e21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286640 ms
Total Talk Time (AGENT): 129310 ms
Total Talk Time (CUSTOMER): 77818 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/6db1b600-b84e-40b3-a695-4e96e0e00e21_20250513T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. I have a group on the phone that wants to pay their bill.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 8, she said 80108.
[AGENT][NEUTRAL] 80108. All right, and what's her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She had an invoice number, do you need that?
[AGENT][NEUTRAL] Yeah, what's the invoice number?
[CUSTOMER][NEUTRAL] 006389039
[AGENT][POSITIVE] OK, perfect. Uh, got it. And does she have?
[CUSTOMER][NEUTRAL] And you need her callback number?
[AGENT][NEUTRAL] Yes, I was about to ask for that. What's that callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, I got it. I'm ready.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm, no problem.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm doing well thank you uh so [PII] sent you over to group billing, um, and she gave me your group's information and stated you were wanting to pay one of your invoices, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can definitely get that taken care of for you. Let me just verify some of the information and make sure that I have everything correct, um.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] So I've got your group number as 80108 for NAE consulting services, is that right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I've got invoice number 6389039, is that right?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, and you're wanting to pay it in full at 19,640?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you for verifying that information. Let me um just get everything input here.
[AGENT][POSITIVE] OK, I've got everything input on my end and I'm ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, it's American Express.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is that expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that information. So I'm gonna go ahead and process the payment for [PII] and I'll give you a confirmation number in just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, your confirmation number is 209634.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] OK, yes ma'am, you're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it. What number do I have to call in case I have to make another payment in the future?
[AGENT][NEUTRAL] Um, you can call our [PII] number. Um, let me grab that for you, um, and to make a payment.
[AGENT][NEUTRAL] Um, you would choose that option 3 which will come to, um, our billing department. Um, give me one moment and let me get that [PII] number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a [PII] number here. I don't know if it's the same.
[AGENT][NEUTRAL] Um, does it end in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes ma'am, that's our number and then option 3 is for our billing department, mhm.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Yes ma'am, you're very welcome thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome bye bye.