AccountId: 011433970860
ContactId: c5fc3e30-1bbc-45f1-840f-fbaa92c76578
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183850 ms
Total Talk Time (AGENT): 68776 ms
Total Talk Time (CUSTOMER): 62881 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/c5fc3e30-1bbc-45f1-840f-fbaa92c76578_20250414T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have an invoice that is due tomorrow and I was hoping I could just pay it online today if possible or over the phone.
[AGENT][NEUTRAL] Sure, um, this was for, um, a group or for your individual policy?
[CUSTOMER][NEUTRAL] It's a group
[AGENT][POSITIVE] For a group? OK, yeah, we can absolutely take that payment um what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] I can give you the group number that'll make it easy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, please.
[CUSTOMER][NEUTRAL] 26862
[AGENT][POSITIVE] OK, thank you. And then [PII], can I also get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] Was it a Florida Wellness and rehabilitation Center?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you go by Ray?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, right, can I, uh, if you would, uh, verify the address for the business, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, I appreciate you verifying that. Do you happen to have that invoice number?
[CUSTOMER][NEUTRAL] Uh, yeah, uh, let's see, it shows, yeah, here it is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 0006386150.
[AGENT][POSITIVE] Perfect, thank you for all of that information. I'm just gonna put you on a brief hold, [PII] and uh get you over to our billing department and they can take that payment for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing alright thank you. I have a group admin on the line who's just wanting to make a payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That group number is 26862.
[CUSTOMER][NEUTRAL] Florida Wellness and rehab.
[AGENT][NEUTRAL] Yes, and we are speaking with uh [PII].
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And who who did you say we're speaking to?
[AGENT][NEUTRAL] [PII], uh, the contacts, yes, did you need the invoice number?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright, send them to me.
[CUSTOMER][NEUTRAL] Uh, the only one that he can pay is the April, so you can send them on to me.
[AGENT][POSITIVE] Got you. All right, thank you, bye bye.
[CUSTOMER][POSITIVE] You're welcome bye.