AccountId: 011433970860
ContactId: 9b13c23c-aeb2-449e-ac5d-af2432c68d5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179179 ms
Total Talk Time (AGENT): 61646 ms
Total Talk Time (CUSTOMER): 64539 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/9b13c23c-aeb2-449e-ac5d-af2432c68d5e_20250516T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got a group on the line that would like to make a payment.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] Group number is 26,620.
[AGENT][NEUTRAL] Morrison Medical.
[CUSTOMER][NEUTRAL] Yes, I've got [PII] on the line um she's verified that, uh, call callback number is the, uh, phone number on file for the group, and then I've also got the invoice number if you need that.
[AGENT][NEUTRAL] Oh, OK, what's that?
[CUSTOMER][NEUTRAL] 6388627
[AGENT][POSITIVE] Alrighty you can send it to me.
[CUSTOMER][POSITIVE] OK, I'll introduce you and then release it thank you so much.
[CUSTOMER][NEUTRAL] Miss [PII], I've got uh [PII] on the line. She's gonna help, OK?
[CUSTOMER][POSITIVE] Thank you so much. OK. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty. Like she said, my name is [PII] and um I'll be helping you get this uh card payment in.
[AGENT][NEUTRAL] Let me get it all entered real quick and then I'll be ready. So just bear with me.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] I have the, uh, May invoice and the amount of 523.95.
[CUSTOMER][NEUTRAL] That's what I have also, yes. Mhm.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Type.
[AGENT][POSITIVE] All righty, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] It's the same as the billing address. It's [PII].
[AGENT][NEUTRAL] Thank you and I'm gonna send this confirmation number to the email address that we have on file.
[AGENT][NEUTRAL] Um, all righty, [PII], that's been processed.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Is that [PII]?
[AGENT][POSITIVE] Yes, ma'am. And that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That's it, [PII]. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] OK. All right. Bye-bye.
[AGENT][NEUTRAL] OK.