AccountId: 011433970860
ContactId: 892c48f6-1734-42f4-84a5-283cf67772ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428660 ms
Total Talk Time (AGENT): 131668 ms
Total Talk Time (CUSTOMER): 134949 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/892c48f6-1734-42f4-84a5-283cf67772ba_20250210T19:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling um because this is our first month with you guys and I don't know how to make the payment. Uh, I printed out the invoice, but it says to mail like mailing the payment. I was hoping I could pay online.
[AGENT][POSITIVE] OK. Um, well, I'll be more than happy to assist you with the payment. So you're calling from a group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected and then your group number?
[CUSTOMER][NEUTRAL] Yes, [PII] and the group number is 26932.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm just waiting for your group to come up here. I'm sorry.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Here we go. And [PII], can you verify the um group's name, address, phone number, and your mailing address?
[CUSTOMER][NEUTRAL] Sports Medicine Associates of South Florida [PII] and the phone number you should have on file is [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, and thank you so much for verifying your information, um, or the group's information. So the phone number that we have as a contact for the group is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, I mean we have a lot of phone numbers. It's a big medical office, but um I think if you could change it and put [PII], that rings directly to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this is what we need to do. Um, I'm gonna give you the care team email and just put um in the subject group contact change or group contact number change and then just give us that, we just have to receive it in writing and we can go ahead and change it for you. Um, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then to make your payments online, it's through our online service center. um, so you, you would go to secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think I'm on the website, but.
[AGENT][NEUTRAL] Oh, you are? OK.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm logged in but I don't know where I can make the payment.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, hold on one second. I believe it's under your
[CUSTOMER][NEUTRAL] So I, I entered in the payment account so it has my account information in there but like to actually submit a payment I don't, I don't see it.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold? I'm just trying to pull up the group's um view. OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, I have seen that.
[AGENT][NEUTRAL] Somewhere group payment flyer is gonna be emailed to the group admin for assistance as well.
[AGENT][NEUTRAL] Oh wait a minute.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So, um, to submit your um payment online, are you in like where your invoices are?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] So click on your open invoice.
[CUSTOMER][NEUTRAL] OK, hold on, let me go back to there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm in it's loading the invoices now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yes, I see the invoice.
[AGENT][NEUTRAL] And do you see where it says like save changes, cancel, submit invoice, print invoice?
[CUSTOMER][NEGATIVE] It just says submitted invoice, you have no submitted invoices and paid invoices you have no paid invoices.
[AGENT][NEUTRAL] So click on submit invoice.
[CUSTOMER][NEUTRAL] Nothing.
[AGENT][NEGATIVE] Nothing populates when you click.
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][NEUTRAL] No, it says please select an invoice. OK, so I selected the invoice oh OK I see it here submit invoice. OK, so I have to click on that. Oh, I see. OK, next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then let me see here.
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][POSITIVE] Oh, OK, that's it. So I have to submit the invoice. OK, that makes sense now. OK, that's all. Thank you so much have a great day.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] You're very welcome, [PII]. You also, well, thanks for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.