AccountId: 011433970860
ContactId: ddc4f3b9-5ff6-4a0d-9493-500be2b1ed85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216240 ms
Total Talk Time (AGENT): 77144 ms
Total Talk Time (CUSTOMER): 77902 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ddc4f3b9-5ff6-4a0d-9493-500be2b1ed85_20250619T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a [PII] on the line, um, group number 26,620, and she wants to pay her invoice over the phone.
[AGENT][NEUTRAL] Alright, give me 1 2nd.
[AGENT][NEUTRAL] And um did you by chance get that invoice number?
[CUSTOMER][NEUTRAL] I did not
[AGENT][NEUTRAL] No, it's OK. I was just curious and call back.
[CUSTOMER][NEUTRAL] Uh, it's 954296-5570.
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] Let me just get that pulled up on the, oh come on.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] 26625 OK.
[AGENT][POSITIVE] All right, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] Alright thank you so much one moment.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Hi [PII], this is
[CUSTOMER][NEUTRAL] Alright, I have [PII] from group billing. No, so sorry.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK, who is that?
[AGENT][POSITIVE] This is [PII] from Great Billing. How are you this morning or this afternoon? I apologize.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Hey [PII]. Oh, that's fine. I know.
[AGENT][NEUTRAL] So I understand you're wanting to pay an invoice.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, please, if I could. Can I give you the invoice number?
[AGENT][POSITIVE] All right, yes ma'am.
[AGENT][POSITIVE] Sure, yes ma'am, please do.
[CUSTOMER][NEUTRAL] 000.
[CUSTOMER][NEUTRAL] 639
[CUSTOMER][NEUTRAL] 1202.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Morrison Medical Associates. Uh-huh.
[AGENT][NEUTRAL] Alright, let's see. I have that in the amount of $523.95.
[CUSTOMER][POSITIVE] That is correct. Mhm.
[AGENT][NEUTRAL] All right, let's see here. 52395. All right, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] [PII] 7
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 83015
[CUSTOMER][NEUTRAL] With the expiration of [PII].
[CUSTOMER][NEUTRAL] The billing zip code is the same as the address, [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] And the security code if you need it? [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So it'll be charged of 523.95. Once I have that processed, I can give you an authorization number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] OK, the number I've been given is 286.
[AGENT][NEUTRAL] 042
[AGENT][NEUTRAL] I can also send a a receipt to your email that we have on record if you'd like.
[CUSTOMER][POSITIVE] Yes, please. That would be nice also. Yes. OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I have that coming your way. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] And that's it.
[CUSTOMER][NEUTRAL] For today
[CUSTOMER][POSITIVE] No, thank you so much [PII]. Have a good one. Until next month.
[AGENT][POSITIVE] Yes, you as well. Thank you for calling APL.
[CUSTOMER][NEUTRAL] All right. Bye-bye. OK. Uh-huh.
[AGENT][NEUTRAL] Bye-bye.