AccountId: 011433970860
ContactId: 7959de6d-313b-4ae9-99ca-007b5ed066c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302239 ms
Total Talk Time (AGENT): 114451 ms
Total Talk Time (CUSTOMER): 97500 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/7959de6d-313b-4ae9-99ca-007b5ed066c6_20250115T22:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Morrison Medical, and I'd like to make a payment on the phone on my um account, if I could.
[AGENT][POSITIVE] Good afternoon.
[AGENT][POSITIVE] OK, yeah, I'll be happy to assist you with that. Can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And your name again?
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Pardon me, [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. OK. Uh-huh.
[AGENT][NEUTRAL] Alright, and what do you have the group number that you're calling to pay on?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] 26,620
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And I can give you the account number if you, the invoice number if you want it.
[AGENT][NEUTRAL] Um, give me one.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and, uh, could you please verify the um address that we have on file for the group, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. All right, so let me.
[CUSTOMER][NEUTRAL] Morrison Medical Associates.
[CUSTOMER][NEUTRAL] When I'm through, [PII], I need to update a suite change also. I don't know if I do it with you or if I need to send an email in, you can advise me. Mhm.
[AGENT][NEUTRAL] So let me
[AGENT][POSITIVE] Yeah, that request um has to be sent in writing, um, but we can definitely get it updated for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. OK. Do I send it to [PII]?
[AGENT][NEUTRAL] Uh, no, you'll send it to, um, you can send it to, you can send it to billing because we're the ones who will update it, but typically a request you'll send to the care team email, um, which is [PII].
[CUSTOMER][NEUTRAL] Care team.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. OK, I'll do it after this. We recently moved and I'm in the process of trying to update everybody.
[AGENT][POSITIVE] Yeah, we'll definitely get that taken care of for you. Alright, so is it your January invoice 637-823-4? OK, for 52395. Alright.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct, yes. Uh-huh.
[CUSTOMER][NEUTRAL] Do you want a check or a credit card, which one works for you?
[AGENT][NEUTRAL] Um, calling in, um, you have to pay with a credit card, but if you wanted to like pay online, you could pay with the like ACH like EFT.
[CUSTOMER][NEUTRAL] No, no, I'll just do the credit card. That's fine. I'll do the credit card. Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The invoice is 637-8234.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And um last thing I need is security code and the zip code.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The billing ZIP code is [PII]. That's our office address.
[AGENT][NEUTRAL] All right. And would you like a copy of this receipt emailed to you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sorry, yeah, that's what we have. I'm sorry, I didn't read the dash [PII].
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] Alright, submitting that payment now and that payment was successful, so you should have that um email confirmation now. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] That's it, [PII]. Thank you so much. OK?
[AGENT][POSITIVE] All right, you have a great rest of your day. Bye bye.
[CUSTOMER][NEUTRAL] You too, bye bye. I just