AccountId: 011433970860
ContactId: 973a13ea-552f-4a9d-b05f-b8fed637b73d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209679 ms
Total Talk Time (AGENT): 104096 ms
Total Talk Time (CUSTOMER): 93391 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/973a13ea-552f-4a9d-b05f-b8fed637b73d_20250327T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got a lady on the phone, hey, with a billing company that's calling to make a payment on group number 20195. Yes ma'am.
[AGENT][POSITIVE] Not to worry.
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] Let me get that.
[AGENT][NEUTRAL] Uh, what was that group number?
[CUSTOMER][NEUTRAL] 20195.
[AGENT][NEUTRAL] OK, because she beeped out. I'm sorry.
[CUSTOMER][POSITIVE] Oh, sorry about that.
[AGENT][POSITIVE] I mean, it is what it is. It's gonna be all right.
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] As long as I can ask you again.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I you can always ask me.
[AGENT][POSITIVE] I appreciate it. I really do. And you've got [PII] on the phone?
[CUSTOMER][NEUTRAL] Yeah, her name is [PII], I wanna say.
[CUSTOMER][NEUTRAL] And the invoice number is 638.
[CUSTOMER][NEUTRAL] 2254.
[AGENT][NEUTRAL] 638-2254 and that is group.
[AGENT][NEUTRAL] I had it. 20195.
[CUSTOMER][NEUTRAL] She said 20195.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the amount is 449. 88.
[AGENT][NEUTRAL] 4 49 88.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. I have to get logged in.
[CUSTOMER][NEUTRAL] And I've got a callback number too if you need that.
[AGENT][NEUTRAL] OK. OK, hold on.
[CUSTOMER][NEUTRAL] It's actually the number she's calling from.
[AGENT][NEUTRAL] OK. And I can help her with that. Well, if I can spell.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] But go ahead and
[CUSTOMER][NEUTRAL] Well she just hung up.
[AGENT][NEUTRAL] Well, I was gonna say go ahead and send her on. I got it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Well, I guess she decided.
[AGENT][POSITIVE] They're, they're quick, they're quick about that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On that, so.
[AGENT][POSITIVE] We get that a lot.
[AGENT][NEUTRAL] So, but, OK, they'll call right back, I'm sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, she'll call back or I can try to call her back and see if I can get her on the phone so she doesn't think we hung up on her.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, they hung, they hung up. They would usually, I mean, I can, I can try that number, but, um, and see, but.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Usually, we can't get anybody on those.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEGATIVE] It's hard for us to on those also whenever they're calling to get benefits or to look for um.
[AGENT][NEUTRAL] Right. Mhm.
[CUSTOMER][NEGATIVE] Claim status they'll hang up on us too and you call back and it's not even the number that it'll tell you it's a number is no longer in service.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] OK, well, I'll let you go. We'll just wait for her to call back then.
[AGENT][POSITIVE] OK, love. I appreciate it. Sorry, it took so long. Well, we don't take that, I don't think we took that long.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No problem at all.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][POSITIVE] OK, love.
[CUSTOMER][NEUTRAL] I don't think we did either.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, bye-bye, [PII].
[AGENT][POSITIVE] Mm, thank you, love. Mm, bye-bye.
[CUSTOMER][NEUTRAL] Mm.