AccountId: 011433970860
ContactId: b45a025a-f848-4e3b-ae17-b4e5ffcf1a86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259850 ms
Total Talk Time (AGENT): 116827 ms
Total Talk Time (CUSTOMER): 77143 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b45a025a-f848-4e3b-ae17-b4e5ffcf1a86_20250313T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] I'm calling because I need to cancel a payment that I scheduled today for our group and I was wondering if that was feasible.
[AGENT][NEUTRAL] OK, I can um check on the payment for the group as far as canceling it uh for you. Can you please give me your name and your group number?
[CUSTOMER][NEUTRAL] My name is [PII] and the group is 19045.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your group's physical address and your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] and if you have the old address I can give you that one as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's the one I
[CUSTOMER][POSITIVE] Thank you [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then can you please verify your email address for me?
[CUSTOMER][NEUTRAL] OK, it's either gonna be [PII] or [PII] OK.
[AGENT][NEUTRAL] That's it.
[AGENT][POSITIVE] Yes, that's the one. I got you. OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I stop.
[AGENT][NEUTRAL] No, I didn't want you to, because you know how sometimes you, I didn't want you to have to say it all over again if you didn't need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, so what I'm going to do, Miss [PII] is I'm gonna go ahead and transfer you on over to group billing. I'm gonna let them know that you have verified your, uh, group with me and then I'm also gonna let them know that you're wanting to cancel your payment you made today if that's possible. So it's gonna be just a quick hold while I transfer you on over. You're so welcome. Is there anything else I can help you with before we go on over to group billing?
[CUSTOMER][POSITIVE] OK, uh thank you for your help.
[CUSTOMER][NEUTRAL] No, that's all I needed.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] In billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team.
[AGENT][NEUTRAL] I've got um Mr. [PII] on the phone.
[AGENT][NEUTRAL] She is group number 19045.
[AGENT][NEUTRAL] I have verified the group.
[AGENT][NEUTRAL] And she is calling because she made a payment today that she wants to see if she can cancel the payment.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So you've got [PII] on the phone and you verified her?
[AGENT][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] OK, and she's with the group and she's wanting to know she made an EFT and she wants to know if she can cancel it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, send her over and I'll be able to, I can help her with that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK thanks alright bye bye ma'am.
[CUSTOMER][POSITIVE] You're welcome. Thank you. Oh, a good call back number.
[AGENT][NEUTRAL] Uh, her callback number?
[AGENT][NEGATIVE] Oh shoot, I lost her. No, I didn't.
[AGENT][NEGATIVE] Her callback number, I did not get the call back number cried.
[CUSTOMER][NEUTRAL] OK, I'll talk just send her around.
[AGENT][NEUTRAL] Uh, OK. All right, bye bye.