AccountId: 011433970860
ContactId: 8905d8ef-88d0-4cce-b322-f79b6559bbbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 567520 ms
Total Talk Time (AGENT): 162815 ms
Total Talk Time (CUSTOMER): 242653 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/8905d8ef-88d0-4cce-b322-f79b6559bbbf_20250414T14:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good, good morning. My name is uh [PII] and I would like to pay our premium, um, over the phone if I could.
[AGENT][NEUTRAL] OK, and are you calling on behalf of a group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And um just, just to make sure I I heard you correctly, you said your name is [PII], correct?
[CUSTOMER][NEUTRAL] Yes. It's uh [PII] and my last name is [PII]
[AGENT][NEUTRAL] OK. And what's your group number?
[CUSTOMER][NEUTRAL] Um, it is uh 26975.
[CUSTOMER][NEUTRAL] And it's the American Board of Pathology.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And could you please verify
[CUSTOMER][NEUTRAL] We were just gonna mail you guys go ahead. I'm sorry.
[AGENT][NEUTRAL] No, you're fine. Um, I was, I was gonna say, can you please just verify the um address and the group phone number that we should have on file, please?
[CUSTOMER][NEUTRAL] Of course. Uh [PII].
[CUSTOMER][NEUTRAL] And the phone number should be [PII].
[AGENT][NEUTRAL] OK, we have a different number on file. Is there another number that you, you guys may have given us?
[CUSTOMER][NEUTRAL] Um, unless I'm not, no, that's, that's the office phone number. There's an, could there be an extension?
[CUSTOMER][NEUTRAL] Um, extension [PII] or extension [PII], um, or [PII], sorry. Um, it could be [PII]'s phone number. Let me see if her cell phone number is attached to it. Hang on, I'll look it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Contacts
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It is information.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] We don't have that one.
[CUSTOMER][NEUTRAL] Um, the only other one I could think of, I mean, would I, would our broker's phone number be?
[CUSTOMER][NEUTRAL] Let's see. Our broker is [PII] with uh Norguard Insurance Group, and we've got um [PII].
[AGENT][NEUTRAL] Um, no, we don't have that one either, um, but.
[CUSTOMER][NEUTRAL] Yeah, I have, I, I have no idea what phone number you would have. Um, let me, let me see if I can message [PII] and teams.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is the [PII] is a good call back number for you just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. That's, that's the uh the office number and then my direct extension is [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That is bizarre. Maybe, you know what, maybe there might have been a a
[CUSTOMER][NEUTRAL] Transpose number or an error when they set up the account. Let me see if the bill has anything on it.
[CUSTOMER][NEUTRAL] No, they just have our address on the bill.
[AGENT][NEUTRAL] OK, yeah, that's OK since you're um calling to make a payment, um, we can go ahead and take that payment and you were able to verify the address and the group contact that we have on file as well as the agents, so that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I'm not, it's not like I'm trying to make changes or anything. I'm just making a payment, so.
[AGENT][NEUTRAL] Yeah, and we have.
[CUSTOMER][NEUTRAL] Makes sense. Oh, she has, you know what, here's the number. I apologize. [PII] just messaged me. [PII].
[AGENT][POSITIVE] Correct, yeah, that's what we have.
[CUSTOMER][NEUTRAL] OK, that's her direct line via Ring Central. Gotcha. OK.
[AGENT][NEUTRAL] And so I have your invoice. I know you're fine. Um, so I have your um April invoice and total is 27874.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 6975.
[AGENT][NEUTRAL] And that invoice number.
[AGENT][NEUTRAL] 1 638-62223.
[CUSTOMER][NEUTRAL] Yes, ma'am. 638-623 yeah.
[AGENT][POSITIVE] All right, I am ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Sure, um, it's a direct, uh, ACH out of the bank. Is that OK? Can I give you a bank account number?
[AGENT][NEUTRAL] Oh, so over the phone, we only take a credit card, um, but to pay through ACH.
[CUSTOMER][NEUTRAL] Oh, OK. Well, I have it.
[AGENT][NEUTRAL] No, that's OK. Um, to pay through ACH, do you guys, do you have like the login for the online service center?
[CUSTOMER][POSITIVE] My boss does and she doesn't have time to go in and manually do that. I, I'll get, I'll give you the credit card. It's not a problem. We'll just go ahead and update our account to be paid instead of that. That's not a problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, they have a Mastercard list. I'll give you [PII] [PII]'s card here. Hang on just a moment.
[CUSTOMER][NEUTRAL] OK, it's going to be a Mastercard if that matters to you, and then the number is [PII].
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] 1518.
[CUSTOMER][NEUTRAL] 4157
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And would you like a copy of this receipt emailed or just a confirmation number over the phone?
[CUSTOMER][POSITIVE] Uh, email that to me, please. That would be great.
[AGENT][NEUTRAL] OK. And what email address would you like it sent to?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, I have [PII].
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] OK. And that payment was successful, so you should see that uh receipt in your email in just a few seconds. Um, [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, that's it. I'm waiting for this receipt here to come in before you hang up if you wouldn't mind, unless you wanna give me the number over the phone.
[AGENT][POSITIVE] Yeah, no problem.
[AGENT][POSITIVE] No problem. I can wait.
[CUSTOMER][NEUTRAL] What is the confirmation number and that way I don't have to hold you up.
[AGENT][NEUTRAL] Um, it is.
[AGENT][NEUTRAL] Let me pull it back up.
[AGENT][NEUTRAL] 2, I'm sorry, 028.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] 39 D as in Delta.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 02809 Z.
[AGENT][POSITIVE] Oh, I'm sorry, I'm sorry, that's a different one. I'm so sorry. I pulled up the wrong one.
[CUSTOMER][POSITIVE] That's OK. No problem.
[AGENT][NEUTRAL] Hold on. OK, this is yours.
[CUSTOMER][NEUTRAL] I think I just got the email. Let me click on it here.
[AGENT][NEUTRAL] And that confirmation, it's 04839Q is your confirmation number.
[CUSTOMER][NEUTRAL] And make sure
[CUSTOMER][NEUTRAL] 048.
[CUSTOMER][NEUTRAL] 392.
[AGENT][NEUTRAL] Q, um, like the letter Q.
[CUSTOMER][NEUTRAL] The letter Q, so 204839 and the letter Q.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, and it looks like I've got it right here so the details. Got it right here. All right, thank you so much. You have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem, dear. You have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.