AccountId: 011433970860
ContactId: 9301055b-439c-4322-bef7-f487b67283b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426230 ms
Total Talk Time (AGENT): 89422 ms
Total Talk Time (CUSTOMER): 131006 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/9301055b-439c-4322-bef7-f487b67283b1_20250519T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Uh, my name is [PII]. I'm calling from uh Doctor Bird and Associates. I am working from home today and I don't remember my login and password to make a payment. So I'm hoping that I can make a payment over the phone with you.
[AGENT][NEUTRAL] OK, um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And do you have the uh group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Unfortunately I don't let me see if there's an email here that has that, um.
[CUSTOMER][NEUTRAL] Would uh the company phone number work?
[AGENT][NEUTRAL] Um, let me see real quick what we can do.
[CUSTOMER][NEUTRAL] It looks like, oh let me see I think I found an invoice. I only have the receipts for payments oh.
[CUSTOMER][NEUTRAL] Oh, here it is, Group number 22,730.
[AGENT][POSITIVE] All right, thank you so much. Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get the um the provider name or the group name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] OK, thank you so much and can I get the um address?
[AGENT][NEUTRAL] And phone number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] It's [PII], uh, number [PII].
[AGENT][NEUTRAL] OK. And you said your, could you repeat your name for me one time?
[CUSTOMER][NEUTRAL] [PII] or a pizza.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like your username is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right, um.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can I make a payment with you since I have you on the phone or would I have to go online to do that?
[AGENT][NEUTRAL] Um, you don't have to go online. I will send you to, um, billing for that though, so give me just a moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And let me get someone from group billing one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling ATO. This is. How can I help you?
[AGENT][NEUTRAL] Hi, I have a Miss [PII] on the line from a provider's office and she was wondering if she could pay over the phone um I've verified her um.
[AGENT][NEUTRAL] I've done all the the verification. She just needs to make a payment online, or I'm sorry, over the phone.
[CUSTOMER][NEUTRAL] OK, and it's uh did you mean it's a group?
[AGENT][NEUTRAL] The group is 22,730 and it's [PII] DDS PC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 22.
[CUSTOMER][NEUTRAL] Sorry, hold on.
[CUSTOMER][NEUTRAL] Alright, would you say it's 227332?
[AGENT][NEUTRAL] 22,730.
[CUSTOMER][NEUTRAL] 30.
[CUSTOMER][NEUTRAL] OK and who am I speaking with? [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um, let me get that pulled up.
[CUSTOMER][NEUTRAL] 37
[CUSTOMER][NEUTRAL] 22,730.
[CUSTOMER][NEUTRAL] And is her callback number is the one she's calling from the [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her over.
[AGENT][POSITIVE] Great. Give me one moment.
[AGENT][NEUTRAL] Well, are you still on the line?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I have someone from group billing who's gonna help you make that payment, OK?
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Alright thank you you have a great day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good, thank you. How are you?
[CUSTOMER][POSITIVE] I'm doing well. um, so I understand you're calling to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Make a credit card payment on invoice 6385076. That would be for April and the total is $1,038.23.