AccountId: 011433970860
ContactId: cfc48f4a-af94-44f9-a2da-fdfc3ac383a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285399 ms
Total Talk Time (AGENT): 79079 ms
Total Talk Time (CUSTOMER): 93030 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/cfc48f4a-af94-44f9-a2da-fdfc3ac383a4_20250228T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I need to pay on an invoice, please.
[AGENT][NEUTRAL] OK, we can get that invoice paid. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, this is just for a group [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, I, I guess I was just given this information until the call. It's, I think it's the, uh, the gap on our medical insurance. I can give you the invoice number.
[AGENT][NEUTRAL] OK, um, first, [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's 440.
[CUSTOMER][NEUTRAL] 5,913,250
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So this was not for an individual policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's not just one person, no, it's off of our, uh, I, I don't know how any of this works. I was just asked by my manager to call and make this payment.
[AGENT][NEUTRAL] OK, no worries, um, do you have that group number?
[CUSTOMER][NEUTRAL] Hang on a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have to check here all I have is the invoice number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't see a group number on here anywhere. I just see a, uh, hang on, maybe it's on the front page.
[CUSTOMER][NEUTRAL] Uh, oh yeah, 245-559.
[AGENT][NEUTRAL] 4559. OK, thank you. One moment please.
[AGENT][NEUTRAL] Is it OME Inc?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] OK, awesome one moment.
[AGENT][NEUTRAL] Are you [PII]?
[CUSTOMER][NEUTRAL] Um, no, I am [PII].
[AGENT][NEUTRAL] OK, are you able to verify the address for the business, [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that, um, and then I can go ahead and take that invoice number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's 637-3847.
[AGENT][NEUTRAL] OK, thank you for all of that, [PII], um, I'm going to put you on a brief hold and transfer you to our billing department and they'll be able to take that payment for you.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[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] Hey, I'm good. How about yourself?
[AGENT][POSITIVE] Doing good thank you I have a group admin on the line just needing to make a payment.
[CUSTOMER][NEUTRAL] Oh dear. OK, just one second.
[CUSTOMER][NEUTRAL] Just get locked in here quick.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, what group number is that?
[AGENT][NEUTRAL] 245-559.
[CUSTOMER][NEUTRAL] And their name?
[AGENT][NEUTRAL] Uh, we're speaking with [PII]. It is a different [PII] than we have as the contact though.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Sorry, I'm just trying to get this pulled up real quick.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] So it's not
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, I'm ready for whenever you are.
[AGENT][NEUTRAL] OK, did you need that invoice number?
[CUSTOMER][POSITIVE] Uh, yeah, I guess so. I've got it pulled up here. Oh gosh, they've got a lot outstanding. OK, invoice number, what number is she looking to pay?
[AGENT][NEUTRAL] 637-384-7.
[CUSTOMER][NEUTRAL] Is that it?
[AGENT][NEUTRAL] That's all, the only one she gave me.
[CUSTOMER][NEUTRAL] Oh, OK, that they've got since November.
[AGENT][NEUTRAL] I know I seen November and I was like, oof.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right, I'm ready for it. Thank you.
[AGENT][POSITIVE] All right, thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.