AccountId: 011433970860
ContactId: 9455dcd0-dfac-4ff0-b583-1fbac23259c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200800 ms
Total Talk Time (AGENT): 91574 ms
Total Talk Time (CUSTOMER): 72698 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/9455dcd0-dfac-4ff0-b583-1fbac23259c6_20250529T16:56_UTC.wav
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[CUSTOMER][NEUTRAL] got a picture of every check that Adam Hey [PII], this is [PII], and I'm calling to pay my group's, um, monthly premium.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] OK, I can um help you with, uh, your monthly bill to pay. Uh, and what is your group number, ma'am?
[CUSTOMER][NEUTRAL] It's 13149.
[AGENT][NEUTRAL] OK, and what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and can you spell your name for me, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] I just told I was going to go ahead and start saving box.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] OK, and what is the uh the invoice number that you're paying and the amount?
[CUSTOMER][NEUTRAL] I'd like to pay the full amount, the 16537 and the invoice number is 6389487.
[AGENT][NEUTRAL] OK, [PII], I'm gonna put you on a brief hold while I transfer you on over to group billing so that they can accept that payment over the telephone for you.
[CUSTOMER][POSITIVE] OK cool thank you.
[AGENT][POSITIVE] You're very welcome. Is that everything I can help you with before we go on over to group billing?
[CUSTOMER][POSITIVE] I believe so thank you [PII].
[AGENT][POSITIVE] You're welcome. You have a great day and thanks for calling APL ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] billing. How may I help you?
[AGENT][NEUTRAL] Well, hello, Ms. [PII]. This is [PII] in the care team.
[AGENT][NEUTRAL] I've got, um, I've got Miss [PII] on the phone and she is with group number 13149.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] She is wanting to make a payment. The callback number is the one that's showing up for us.
[AGENT][NEUTRAL] And she's paying $165.37 for invoice number 6389487.
[CUSTOMER][NEUTRAL] And you have [PII] and you verified the group and everything?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] That's on the phone.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And everything is verified.
[CUSTOMER][NEUTRAL] You said who is on the phone? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], I thought you said [PII] for some reason, uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, a day's been a long morning.
[CUSTOMER][NEUTRAL] I do apologize.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Oh man, and you said that um he's wanting to make a payment?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Thank you so much. I can handle it.
[AGENT][POSITIVE] You're welcome. OK, thank you. Bye, Male.
[CUSTOMER][POSITIVE] You're welcome. Thank you.