AccountId: 011433970860
ContactId: ae5283dc-9a57-4670-8a9c-d7c59386c1e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498799 ms
Total Talk Time (AGENT): 179219 ms
Total Talk Time (CUSTOMER): 118268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/ae5283dc-9a57-4670-8a9c-d7c59386c1e2_20250519T16:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I have a Miss [PII] on the line from a provider's office and she was wondering if she could pay over the phone. Um, I've verified her um.
[CUSTOMER][NEUTRAL] I've done all the the verification. She just needs to make a payment online or I'm sorry, over the phone.
[AGENT][NEUTRAL] OK, and it's a did you mean it's a group?
[CUSTOMER][NEUTRAL] The group is 22,730 and it's [PII] PC.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 22.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Alright, would you say it's 227332?
[CUSTOMER][NEUTRAL] 22,730.
[AGENT][NEUTRAL] 30.
[AGENT][NEUTRAL] Alright and who are we speaking with [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me use that hold on.
[AGENT][NEUTRAL] 37
[AGENT][NEUTRAL] 22,730.
[AGENT][NEUTRAL] And is there a callback number to the one she's calling from the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][POSITIVE] Great, give me one moment.
[CUSTOMER][NEUTRAL] Well, are you still on the line?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, I have someone from group billing who's gonna help you make that payment, OK?
[CUSTOMER][POSITIVE] Thank you very much. All right, thank you. You have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the billing department. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good, thank you. How are you?
[AGENT][NEUTRAL] I'm doing well. Um, so I understand you're calling to
[AGENT][NEUTRAL] Um, make a credit card payment on invoice 6385076. That would be for April and the total is $1,038.23.
[CUSTOMER][NEUTRAL] Um, I think I owe for April and May. Is that right?
[AGENT][NEUTRAL] Um, no, it's just April. It looks like, let me see.
[AGENT][POSITIVE] Yeah, it looks like we only have your April invoice that is outstanding.
[CUSTOMER][NEUTRAL] OK. Um, do you happen to know when May is due? I thought it would be due by now.
[AGENT][NEUTRAL] Yeah, typically it is, but I'm trying to see if maybe if your group bills in arrears.
[AGENT][NEUTRAL] Doesn't say that.
[AGENT][NEUTRAL] Oh, your group is in renewal, um, starting your, um, group is in renewal for May. Let me see, um, if you're still under renewal hold.
[AGENT][NEUTRAL] Yeah, it looks like um your group is in renewal um have you, do you know if you guys have already received that information from our sales department um about um your renewal for this year?
[CUSTOMER][NEUTRAL] I, well, we had a rep come and uh talk to us about our renewals and our choices, um, but that was already done, uh, it was like the last week of April.
[AGENT][NEUTRAL] The last week of April, OK, so that's why um you haven't received your um.
[AGENT][NEUTRAL] Your April or sorry your May invoice um because uh the invoices generate after the [PII] of each month. So if your renewal was received after that, then it would have been after May invoices already generated. So whenever June goes out you'll have uh May and June available on.
[AGENT][NEUTRAL] The [PII] of this month.
[CUSTOMER][NEUTRAL] OK. OK. Well, I'll go ahead and take care of April then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me go and get that information entered. That was $1,038.23.
[AGENT][NEUTRAL] Alright, the invoice number was 6385076.
[AGENT][NEUTRAL] All right, now I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] expiration [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And would you like a copy of this receipt emailed to um the email address we have on file?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And we have [PII].
[CUSTOMER][NEUTRAL] Mm, that's my boss. Uh, you should have mine there as well, [PII].
[AGENT][NEUTRAL] OK, I'll send it to your email address.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Because
[AGENT][POSITIVE] Alright, and that payment was successful. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, actually, uh, I also need to update our address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I do that through you?
[AGENT][NEUTRAL] Um, well, we have to receive that in writing, um, so you'll need to, um, email our care team, and I can give you that email if you'd like, um, but we just have to receive it in writing and then we can get that updated for you.
[CUSTOMER][NEUTRAL] OK, great. OK. What's that email?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, great. Thank you very much. I will send that email.
[AGENT][POSITIVE] All right, no problem, [PII]. Thank you and have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Goodbye.