AccountId: 011433970860
ContactId: d3c9280e-b1de-416a-a541-26c4af1d0c99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387290 ms
Total Talk Time (AGENT): 123325 ms
Total Talk Time (CUSTOMER): 146058 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/d3c9280e-b1de-416a-a541-26c4af1d0c99_20250616T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I have a group on the line that would like to make a payment, credit card payments.
[AGENT][NEUTRAL] OK, give me one second let me pull that up.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] And what's that group number?
[CUSTOMER][NEUTRAL] That is 27076.
[AGENT][NEUTRAL] And did they by chance say what invoice they're wanting to pay?
[CUSTOMER][NEUTRAL] No, they didn't say, but it's gonna be the one that is open, um, because she tried to register online and she wasn't able to. I just told her that she can make a payment over the phone with her credit card and she's like, oh yeah, let me just do that.
[AGENT][POSITIVE] No worries, no worries.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And the callback number?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][POSITIVE] Alright, I'm ready for [PII].
[CUSTOMER][POSITIVE] OK, here she comes. Have a good day.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome. Thank you for holding and being patient for Ms. [PII]. I have Miss [PII] on the line. She's gonna assist you with that payment, OK? OK.
[CUSTOMER][POSITIVE] Have a good day. Thank you.
[AGENT][NEUTRAL] Hi [PII]. Like she said, this is Amber group billing. How are you today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm well I understand you're having trouble though um getting online access.
[CUSTOMER][NEGATIVE] Yeah, I got an email on how to set up everything, but it went to my junk and then I got another email.
[CUSTOMER][NEUTRAL] And so I try to do it. I did it wrong so I'm stuck and I just need to pay. I know that there's a uh I think we have an invoice that's due right now.
[AGENT][POSITIVE] Yes ma'am, I can definitely help you with that. I just, um, thought maybe I could try to help you gain access. Let's see, it looks like it's the GMA.
[AGENT][NEUTRAL] The May invoice that's uh open right now?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] 639178.
[AGENT][NEUTRAL] Alright, it looks like it's in the amount of $1,123.06.
[CUSTOMER][NEUTRAL] Alright, what is it?
[AGENT][NEUTRAL] $1,123.06.
[CUSTOMER][NEUTRAL] 1000
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] As soon as I have this processed I'll have an authorization number for you.
[CUSTOMER][NEUTRAL] Can you email me some type of receipt?
[AGENT][NEUTRAL] I sure can. Let's see here.
[AGENT][NEUTRAL] Is your email uh [PII] OK to send it to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, I've got that coming your way. Did you still want the authorization number? Is that 3 seats sufficient?
[CUSTOMER][NEUTRAL] I'll take the authorization number also.
[AGENT][NEUTRAL] Alright, I have 086.
[AGENT][NEUTRAL] 98 G as in gator.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got the email um as far as I don't know if you I thought she was getting someone else to help me it looks like she's gonna have to get them to.
[CUSTOMER][NEUTRAL] I guess try to delete the log in that's attached to my email so I can redo it.
[AGENT][NEUTRAL] Let's see, let me see where you're at here.
[CUSTOMER][NEUTRAL] So I, when I first got
[CUSTOMER][NEGATIVE] When I went to log in, I didn't have the uh online service center guide that y'all sent us to log into um so I try to do it on my own instead of put uh choosing group I chose provider and put the providers NPI and all of that well then it's acting like it's my personal one for some reason I'm guessing it sends me straight to that. I can't access any of our information when I should have chose group instead of provider.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And it won't let you to redo it choosing groups.
[CUSTOMER][NEGATIVE] It it won't let me redo it she's group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know if they had to reset it or I I don't know and that's the only email I have for the office.
[AGENT][NEUTRAL] Yeah it has to be the one that we have on file so it's gonna be yours um.
[AGENT][NEUTRAL] Um, when I pull up the group, I don't see any account information on the online service center and it usually has at least your account information. So, um, I'm not, I'll get with [PII] and see what she was gonna do. If not, I will put in an IT, uh, a ticket with our IT department to make sure we've got this straightened out for you.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] All right. Was there anything else I could help you with while we're on the phone?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well you have a great rest of your week and thank you for calling ATL.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thanks bye bye.