AccountId: 011433970860
ContactId: ce419211-afbb-4614-825f-9751ec43c81a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245559 ms
Total Talk Time (AGENT): 69807 ms
Total Talk Time (CUSTOMER): 73456 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/ce419211-afbb-4614-825f-9751ec43c81a_20250108T22:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from Bell virtual card team to make a payment. The call will be recorded. Is that OK?
[AGENT][NEUTRAL] Yeah, that's perfectly fine. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is uh [PII].
[AGENT][NEUTRAL] [PII], OK, and I'm so sorry, who did you say you were with?
[CUSTOMER][NEUTRAL] I'm calling on behalf of uh Careax Medical Group to make a payment.
[AGENT][NEUTRAL] OK, for the group, alright, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh yeah, it is [PII].
[AGENT][NEUTRAL] Thank you and then do you have the group number?
[CUSTOMER][NEUTRAL] Yeah, just give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 25,240
[AGENT][NEUTRAL] OK thank you are you the admin [PII]?
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] No, I'm just calling on behalf of them to make a payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got it as CareMax Inc.
[CUSTOMER][POSITIVE] Yeah, Car Max Inc. that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you able to verify the address for the business, [PII]?
[CUSTOMER][NEUTRAL] Uh, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Address seems to be [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that um which uh invoice are we making a payment on?
[CUSTOMER][NEUTRAL] It's invoice 637-5296.
[AGENT][NEUTRAL] Alright, appreciate all that information [PII], um, you know, put you on a brief hold while I transfer you to our billing department they'll be able to take that payment for you. Give me just a moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good. How about you?
[AGENT][NEUTRAL] Doing alright thank you um I've got someone uh calling in uh behalf of a group trying to make a payment.
[CUSTOMER][NEUTRAL] OK, what group is that?
[AGENT][NEUTRAL] It's 252-40.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I think that's what I'm on, yeah.
[CUSTOMER][NEUTRAL] Let me just get the site open real quick to take that payment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, what's the person's name?
[AGENT][NEUTRAL] Oh, we're speaking with [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And the number on the screen, the one you gave for a good callback number?
[AGENT][NEUTRAL] Um, I think so. I've tried taking the callback number, he said, um, and I don't think, uh, my keys must have not typed, uh, looked at it and I'm, that's not a full number, so I do believe so though.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, and did he by chance mention which one he's wanting to pay?
[AGENT][NEUTRAL] Uh, yes, invoice 637-5296.
[CUSTOMER][POSITIVE] OK, all right, I'm ready for him.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.