AccountId: 011433970860
ContactId: dd257bdb-a813-461b-8f6d-1117c00e945f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279739 ms
Total Talk Time (AGENT): 87579 ms
Total Talk Time (CUSTOMER): 91683 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/dd257bdb-a813-461b-8f6d-1117c00e945f_20250620T16:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling AP. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, I'm sorry, I missed your name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Good, good. Look, I'm trying to pay a group premium. Can I over the phone, can I give you the group number?
[AGENT][POSITIVE] Uh, sure, yeah, I'd be happy to help you with that. Um, let's.
[AGENT][NEUTRAL] You can go ahead with the group number.
[CUSTOMER][NEUTRAL] It's 23379.
[AGENT][NEUTRAL] Alright, and could you please verify the um address and phone number that we should have on file for your group?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and the phone number should be [PII].
[AGENT][NEUTRAL] The zip code
[CUSTOMER][NEUTRAL] That's a medical brokerage association of the zip code is it [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it depends on who I get on the phone. Some people say it's [PII], others say it's [PII], so.
[AGENT][NEUTRAL] No, you're fine. Um, all right, and is the number that you're calling from [PII] a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And uh just to make sure, you do want to make a payment with a credit or debit card, correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, alright, let me get that invoice pulled up.
[CUSTOMER][POSITIVE] Thank you. And can you tell me how much it is?
[CUSTOMER][POSITIVE] When you pull it up, thank you.
[AGENT][NEUTRAL] Alright, so we have your June invoice, so that's invoice number 639-0369, and we have that for 39972, um, as long as there aren't any changes or adjustments, um, that need to be made to your invoice.
[CUSTOMER][NEUTRAL] So 39972, is that what you said?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, OK, perfect, yeah, I have a card.
[CUSTOMER][NEUTRAL] Are you able to take that and um key it in for me or do I need to speak with someone else?
[AGENT][NEUTRAL] No, I can do that.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] One second, let me pull it up.
[CUSTOMER][NEUTRAL] OK, let me know when you're ready.
[AGENT][NEUTRAL] OK, just a second, I just have some information I have to enter in first.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code and then the zip code.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the zip code is [PII], I believe, yeah.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And [PII] copy of this receipt um sent to the email address we have on file.
[CUSTOMER][NEUTRAL] Yes, please. Is that the marketed group [PII] email?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, can you please send an email?
[CUSTOMER][NEUTRAL] Receipt
[AGENT][NEUTRAL] All right, have that entered.
[AGENT][POSITIVE] And that payment was successful, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That is it. I appreciate your help.
[AGENT][POSITIVE] No problem. It was a pleasure assisting you. Thank you for calling ATL. Hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] But