AccountId: 011433970860
ContactId: 8d8f3bf8-c381-48e9-a8d3-57e80c3859bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348399 ms
Total Talk Time (AGENT): 198895 ms
Total Talk Time (CUSTOMER): 139580 ms
Interruptions: 3
Overall Sentiment: AGENT=3.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/8d8f3bf8-c381-48e9-a8d3-57e80c3859bc_20250401T15:50_UTC.wav
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[AGENT][POSITIVE] Hi, thank you so much for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling in and I'd like to make a payment on the phone. I'm not sure if I already processed this because I'm unable to locate the invoice. Yes, OK, can I give you the group number?
[AGENT][NEUTRAL] OK, yeah
[AGENT][NEUTRAL] Let's take a look.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 26,620. I don't have the invoice so it would be the current um.
[CUSTOMER][NEUTRAL] Um, what's due for, uh, I'm not sure, May, sorry, March or April?
[AGENT][NEUTRAL] OK, yeah, I can let me pull up the invoices for you and I'm just gonna verify some information with you, Miss [PII] if you could verify for me please the name of the facility or like the group and um the phone number and email.
[CUSTOMER][NEUTRAL] It's Morris Medical Associates. Yes, [PII]. I'm calling you from my cell because the lines are all busy.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] No worries and what is um is that a good call back number for you? um the phone number you're calling from?
[CUSTOMER][NEUTRAL] Yes, [PII], that's my cell.
[AGENT][POSITIVE] OK perfect. Alright, Miss [PII], let's help you find that invoice and make a payment today.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Am I able to make the payment for this current month also?
[AGENT][POSITIVE] Yeah, you, as long as the invoice has been generated, you should be able to make the payment for it absolutely.
[CUSTOMER][NEUTRAL] So that would be March and whichever, yeah.
[CUSTOMER][POSITIVE] OK, perfect, yeah.
[AGENT][NEUTRAL] And what I'm gonna do is I'm just gonna pull up that information.
[CUSTOMER][POSITIVE] Sounds like you're having a good day, Ali.
[AGENT][POSITIVE] I'm having a great day. I started with like um my favorite iced coffee in the world, so I'm just rocking and rolling today.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, why I say that I've just been on the phone speaking to people in different, um, for different reasons and not everybody, you know, it's like you're uplifting my day. They're just kind of.
[AGENT][POSITIVE] Oh well I'm so so glad to hear that. I definitely.
[CUSTOMER][NEGATIVE] Oh jeez.
[AGENT][POSITIVE] I'm, I'm like having the best day of my life, so I'm doing great.
[CUSTOMER][POSITIVE] All right, great, great. All right.
[AGENT][POSITIVE] Are you having a great day as well? You said you're on the phones a lot today?
[CUSTOMER][POSITIVE] Yeah, so far so good, yeah, yeah, it's just making all these calls sometimes depending on the wait time, the people you're communicating with and all of that it's, it's OK, you know, it's another busy work day, but it's OK, yeah, but you added a bit of spirit to it, so that's good.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I feel like
[AGENT][POSITIVE] I'm so glad. I do feel like sometimes when you're on the phone all day, um, and you have to call places like if you're talking to, I don't know, I don't like talking to machines, so like going through the automated stuff can really bring me down.
[CUSTOMER][NEGATIVE] That's half of the problem, Ali. That's half of the problem. You get the machines and eventually when you get a purse there, so I'm not saying everybody but like on two instances, they're like, OK, so you finally got me. What do you want?
[AGENT][POSITIVE] Yes, I know. Yeah. And sometimes people's energies can really change your mood. I feel that.
[CUSTOMER][POSITIVE] Yeah, anyway, all good, all good.
[AGENT][NEUTRAL] Well, I was able to find both your invoices. Would you like me to um give you both those invoice numbers and their totals and you can see if you want to pay all of it or part of it or something like that?
[CUSTOMER][POSITIVE] I'm gonna pay all of it. I'm gonna pay all of it. I'm gonna pay all of it. Yes.
[AGENT][NEUTRAL] All of it
[AGENT][NEUTRAL] OK, perfect. So I personally can't take the payment over the phone, but what I can do is I can transfer you to our billing department that will be able to take your payment over the phone and it looks like it's just gonna be 523.95 for both months so double that amount will be the full amount, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][POSITIVE] Perfect. Perfect. Thank you so much. OK?
[AGENT][POSITIVE] Perfect. Let me, oh, it's my pleasure. Let me put you on a brief hold and I will get somebody on the line with you and I'll introduce you when we join, OK?
[CUSTOMER][POSITIVE] Perfect thanks uh huh.
[AGENT][POSITIVE] Thank you, my pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm wonderful, thanks for asking. Hey, I have a lady on the line who wants to pay 2 invoices.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we're calling for group number 26,620.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her name is [PII]. I did verify everything with the group and the number she's calling from the [PII] on the line, that's gonna be her good callback number.
[CUSTOMER][POSITIVE] Alrighty, OK.
[AGENT][NEUTRAL] Perfect and she's calling to pay invoice uh hold on, I pulled them up on OnBase because she didn't have them invoice number 6386013 and 6383433 her March and her April invoice um and the total amount is, you know, I don't have a calculator, but it's 523.95 for both of them, um, double, double, you know what I mean? I did that make sense? OK.
[CUSTOMER][NEUTRAL] For both them, OK.
[CUSTOMER][NEUTRAL] OK. Mhm. Yeah.
[AGENT][POSITIVE] Thanks I really appreciate it, um.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And uh let me know whenever you're ready and then I'll introduce you when we join if that's OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Oh perfect and you said [PII], right? I heard you.
[AGENT][NEUTRAL] Yes, OK, one sec.
[AGENT][NEUTRAL] Hi Miss [PII], are you still here with us?
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][POSITIVE] Thank you so much for your patience. I have Miss [PII] on the line she's going to be able to process that payment for you, OK?
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Hello, Ms. [PII].
[AGENT][POSITIVE] Hey, it's my pleasure.
[CUSTOMER][NEUTRAL] Hey, Ms [PII]