AccountId: 011433970860
ContactId: 77e9348d-7089-4f65-b23d-31ed50ff3a19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339709 ms
Total Talk Time (AGENT): 142339 ms
Total Talk Time (CUSTOMER): 113203 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/77e9348d-7089-4f65-b23d-31ed50ff3a19_20250210T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII] calling from Health Bridge Medical. How are you today?
[AGENT][NEUTRAL] Doing well how are you?
[CUSTOMER][POSITIVE] I'm doing good thank you um I am calling because we are um new to APL and I have we received our first bill and I have a couple of questions.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, no worries. Are you the group admin, [PII]?
[CUSTOMER][NEUTRAL] Um, I have no idea.
[AGENT][NEUTRAL] OK, all right, um, OK.
[CUSTOMER][NEGATIVE] Know that I handle the company's AP, so I would hope they would have made me mad.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, um, can I get a good call back number from you first just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's um [PII] and I'm at extension [PII].
[AGENT][NEUTRAL] OK, thank you do you have the group number?
[CUSTOMER][NEUTRAL] 268-85
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, now we do not have you as our contact [PII]. um, are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK thank you and then let's see, do you know who we might have as a contact?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's probably either gonna be [PII] or [PII].
[AGENT][NEUTRAL] OK, yeah, we've got [PII], um, I would just as soon as you're able, um, send us an email, uh, that has your information so we can add you as a contact as well. Uh, let me know when you're ready. I'll give you that email address.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so it's uh [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you happen to have that invoice number, [PII]?
[CUSTOMER][NEUTRAL] Yeah. Hang on one second.
[CUSTOMER][NEUTRAL] The invoice number is 63809999.
[AGENT][NEUTRAL] OK thank you alright um appreciate you verifying all of that information, [PII] if you I'm just gonna put you on a brief hold and reach out to our billing department. I'll get right back with you OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII]. How are you?
[AGENT][NEUTRAL] Doing alright thank you. I've got a uh group admin on the line who uh they said they're new with us they just got their first invoice and she had some questions about it. She wanted to look over.
[CUSTOMER][NEUTRAL] OK, I can help her with that. What is that group number?
[AGENT][NEUTRAL] It is 26885.
[AGENT][NEUTRAL] And we're speaking with her name is [PII] and she's not listed. She was able to verify the information, um, and she said that they will be sending us that updated contact info to the email.
[CUSTOMER][NEUTRAL] OK, and what is that, um, but, um.
[AGENT][NEUTRAL] Invoice.
[CUSTOMER][NEUTRAL] The um phone number, callback number.
[AGENT][NEUTRAL] Oh, yes. OK, that's um [PII] and her extension is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can help her with that. Um, so you've got [PII] on the phone and she's calling [PII] extension [PII] and she's got a question about her invoice, the new invoice.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I can help her with that and you said that she is not the admin on here?
[AGENT][NEUTRAL] Not that we have the contact we have it just says [PII] there's not a last name or anything, um, but she did say as it was newer then they're updating that I did go ahead and let her know about, you know, sending us an email.
[CUSTOMER][NEUTRAL] OK. mm, is [PII] there?
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] I'm not sure she seemed kind of shocked that she wasn't listed as she said she's the one who handles all of this information. She did verify all the info, so I'm not quite sure. I, I would.
[CUSTOMER][POSITIVE] That's quite all right. I'll get, I'll get with her and, and discuss all that. That's fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I sure appreciate it. Are you ready for her now?
[CUSTOMER][POSITIVE] Not a problem. Sure.
[AGENT][POSITIVE] OK, thanks a lot bye bye.
[CUSTOMER][NEUTRAL] All right, bye bye.