AccountId: 011433970860
ContactId: 96a15db4-822d-404e-9892-ed7078c68f21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318549 ms
Total Talk Time (AGENT): 134853 ms
Total Talk Time (CUSTOMER): 85240 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/96a15db4-822d-404e-9892-ed7078c68f21_20250129T16:38_UTC.wav
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[CUSTOMER][NEUTRAL] I'm on hold. What's up?
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] I just came.
[CUSTOMER][NEUTRAL] Hi [PII], sorry, um, I have a question. I think I have 2 open invoices.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] But I don't, the system is a little bit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't, I don't, um, this is my first time getting in there and actually looking at it, so I'm sure it's easy. I just, I don't know it.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I understand. um, can I get.
[CUSTOMER][NEUTRAL] Um, are you able to, well.
[AGENT][NEUTRAL] Can I get your name and your call back number sir just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Absolutely. My name is [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK thank you [PII] and then call back number sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your group?
[CUSTOMER][NEUTRAL] I'm sorry, you broke up there.
[AGENT][NEUTRAL] What is the group
[CUSTOMER][NEGATIVE] I'm really having a hard time hearing you.
[AGENT][POSITIVE] I'm so sorry. What is your uh group number?
[CUSTOMER][NEUTRAL] Yeah. Where would I find that?
[AGENT][NEUTRAL] It should be on your invoice.
[CUSTOMER][NEUTRAL] Would it be in one of my invoices?
[AGENT][NEUTRAL] Yes sir, or you can give me the name of your group and I can uh search for it.
[CUSTOMER][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] Behavioral Health Incorporated.
[AGENT][NEUTRAL] OK, give me just a second and I can look that up for you real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK [PII], your group number is 26725.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and you're calling because are you in the online service center and you have two invoices there, is that correct?
[CUSTOMER][NEUTRAL] Yes, that's where I'm at.
[AGENT][NEUTRAL] OK, and you wanna just make sure that you have 2 and not 1?
[CUSTOMER][NEUTRAL] Well I don't, I don't, I know, I, I think I'm reading this right. I have 2 open and 1 paid.
[AGENT][NEUTRAL] OK, OK. All right, so, um, [PII], what I'm
[CUSTOMER][NEUTRAL] I'm I'm asking. I don't know.
[AGENT][POSITIVE] Right, we're gonna get some help for you, sir. I'm gonna transfer you on over to group billing so that they can look at that with you and let you know um if you have two that are open and one that is paid.
[CUSTOMER][POSITIVE] OK, that works.
[AGENT][NEUTRAL] And I'm gonna let them know that um yes sir and just for verification reasons can you give me the physical address of.
[AGENT][POSITIVE] I heal behavioral health.
[CUSTOMER][NEUTRAL] [PII] that's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK thank you I appreciate you giving that to me. I'm gonna let them know you verified the policy so you won't have to do that again and it's gonna be just a brief hold.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you so much for calling APL sir.
[AGENT][POSITIVE] You have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] ring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um [PII] on the phone. He is with group 26725.
[AGENT][NEUTRAL] And he has some questions about some invoices he believes he has 2 that are open and one that is paid, but he has some questions about those. He verified his poli I'm sorry, he verified his group and he is the contact person and the number he's calling from is the correct number to call him back on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, thank you [PII] I've got them pulled up and I'll help him with this invoice mhm.
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK thank you bye bye.