AccountId: 011433970860
ContactId: 7f7c1034-74fa-4de2-85cc-52ffec0ea39c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213220 ms
Total Talk Time (AGENT): 86419 ms
Total Talk Time (CUSTOMER): 67638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/7f7c1034-74fa-4de2-85cc-52ffec0ea39c_20250224T22:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Who am I speaking with, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII], sorry, you're breaking up a while ago. [PII].
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] Couldn't hear you. You broke up a while ago. Can I give you my group number?
[AGENT][NEUTRAL] Oh, I'm sorry, Ms. [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here we go. It's 26,620.
[CUSTOMER][NEUTRAL] And I'd like to make a payment on the phone.
[AGENT][POSITIVE] OK, alright, let me pull up your group real quick and we'll make sure we get you up to group billing so that they can take that payment for you, Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Miss [PII], just for security reasons, can you please verify the physical address for your group?
[CUSTOMER][NEUTRAL] [PII], that's in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the invoice number?
[AGENT][POSITIVE] Thank you, Sunny Florida. I wish I was there right now.
[CUSTOMER][NEUTRAL] 300.
[CUSTOMER][NEUTRAL] 300 and that's 638-085-4.
[AGENT][NEUTRAL] You and the amount you're paying today?
[CUSTOMER][NEUTRAL] The total.
[CUSTOMER][NEUTRAL] The total amount.
[AGENT][POSITIVE] Uh, the complete total. OK, alright, I'm gonna put you on a brief hold, Miss [PII]. I'm gonna transfer you over to group billing so they can take that payment over the phone for you. I'll give them the information you gave me. You're so welcome. You have a blessed day. Thanks for calling APL. bye bye.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Have a good one.
[CUSTOMER][NEUTRAL] OK, my dear. Uh-huh.
[CUSTOMER][NEUTRAL] Referring
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] in the care team. I've got um Ms. [PII] on the phone. She is with group 26,620.
[AGENT][NEUTRAL] She is the contact person.
[AGENT][POSITIVE] The number she's calling from is a good call back number.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And she is calling to pay invoice number 6380854.
[AGENT][NEUTRAL] And she wants to pay it in full.
[CUSTOMER][NEUTRAL] All right, if you could just give me a second.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] All that.
[CUSTOMER][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] And there she's wanting to pay that in full.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, one more thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And you said her name was [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much. I can take her now.
[AGENT][NEUTRAL] OK, bye-bye.
[CUSTOMER][NEUTRAL] 5.