AccountId: 011433970860
ContactId: be562460-a7cf-4264-b2cd-1d09e966ad36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336880 ms
Total Talk Time (AGENT): 107809 ms
Total Talk Time (CUSTOMER): 101996 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/be562460-a7cf-4264-b2cd-1d09e966ad36_20250328T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, uh, I need to check some, uh, payment, uh, bill information.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]
[CUSTOMER][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And are you with the provider's office?
[CUSTOMER][NEUTRAL] No, no, I'm the the user.
[AGENT][NEUTRAL] Oh, OK. You're the, OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number, I have a group number. Is that OK?
[AGENT][NEUTRAL] Uh, what about, uh, do you have a policy or certificate number? Do you have your card in front of you?
[CUSTOMER][NEUTRAL] Uh, give me one second, let me see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Party.
[CUSTOMER][NEGATIVE] In my bill doesn't show any policy just the invoice number and the group number.
[AGENT][NEUTRAL] OK, what's your group number?
[CUSTOMER][NEUTRAL] 26921.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you with the actual group? Is it for your group billing?
[CUSTOMER][NEUTRAL] Yeah, it's for my group reading.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And what was the group name?
[CUSTOMER][NEUTRAL] Uh, Yugachina Chemistry Inc.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Does it have um let's see, um.
[AGENT][NEUTRAL] Let me see which does that.
[AGENT][NEUTRAL] Let's see, uh, I'm sorry, I'm trying to look at the invoice.
[AGENT][NEUTRAL] See what we have
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you had a question about the invoice?
[CUSTOMER][NEUTRAL] Yeah, I just want to check uh I have two invoices here, uh, and, uh, I, I don't know if this is still pending or how to pay this bill.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Because the first time we get set up in APL, so I have, I, I don't know how to, you know, make the payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me verify just a few pieces of information with you. What's the address of the location?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's your email address?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, so you have 2 invoices on there, is that correct? OK, I see.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, let me get you, if you don't mind, I'm gonna transfer you to our group billing department. You won't have to re-verify any information. I'll explain what's going on and then they'll be able to assist you with which one's correct. Is that OK?
[CUSTOMER][NEUTRAL] OK, they're going to assist me also take the payment?
[AGENT][POSITIVE] Yes, they can help you with that. Yes.
[CUSTOMER][NEUTRAL] OK, I don't know if I, I have to send the pay a credit card or I can pay online, so that's my question.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me get you over to that department and they'll be able to assist you. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling ACL. This is. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] on the care team, and I've got an employer here who has some questions about uh a couple of invoices he's received. He's received 2 and he's not sure which one to pay.
[AGENT][NEUTRAL] Um, I can give you the group number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] Group number is 26921.
[AGENT][NEUTRAL] And then I have you on the line while you um I've verified his information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send him over.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm trying to get the