AccountId: 011433970860
ContactId: 960ad1b0-fc85-4a33-bf40-f8a067c9e9b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193820 ms
Total Talk Time (AGENT): 63024 ms
Total Talk Time (CUSTOMER): 82734 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/960ad1b0-fc85-4a33-bf40-f8a067c9e9b8_20250620T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good, [PII], how are you?
[CUSTOMER][NEUTRAL] I'm good I'm good. I've called you guys a couple of times about um logging into our or creating a new OSC account and we've had some issues with it. I've spoken with a [PII] and a [PII], and they were sending it up to the tech team, but in the meantime [PII] had asked me if I wanted to pay by credit card or maybe like a bank account, and I would like to do that. Can I give you the group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. Uh, give me just.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is that group number?
[CUSTOMER][NEUTRAL] It's 23379.
[AGENT][NEUTRAL] And then if I could verify the name of the group.
[CUSTOMER][NEUTRAL] It's Medical brokerage Association.
[AGENT][NEUTRAL] All right, thank you, [PII]. And then if you could verify the uh address for the group, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Alright, and then do you have the invoice number that you guys need to pay and the amount?
[CUSTOMER][NEUTRAL] Um, I don't. Where can I get that though? Because I don't think we have an, we don't, we were trying to set up the account to begin with.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maybe is it in our email or?
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] I can pull the invoice number that's outstanding here.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] the
[CUSTOMER][POSITIVE] Hi how are you? You can just go right on in there.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Alright [PII], so I need to call over to billing, get somebody on the line. Do you have a good call back number just in case if something happens on the transfer?
[CUSTOMER][NEGATIVE] I don't get the card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] All right, thank you so much. All right, bear with me one moment, let me get somebody on the line.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], I have [PII] on the line with a group and she needs to make a payment for the group. The group number is 23379.
[CUSTOMER][NEUTRAL] OK, and she knows it's only by debit card or credit card?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alrighty you can send it to me.
[AGENT][NEUTRAL] OK, here she comes.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help