AccountId: 011433970860
ContactId: e990dc55-f286-42fd-8c18-16aeca4a003c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233910 ms
Total Talk Time (AGENT): 94854 ms
Total Talk Time (CUSTOMER): 80339 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/e990dc55-f286-42fd-8c18-16aeca4a003c_20250108T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, can I, I wanted to make a payment over the phone with a credit card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You take that payment for you. Um, was this, um, sure, I was about to ask, is this for an individual policy or a group?
[CUSTOMER][NEUTRAL] Can I give you the invoice?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Group
[AGENT][NEUTRAL] OK perfect what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you spell that for me? I'm sorry, the first name.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][POSITIVE] OK thank you and then uh really quick can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I don't know that the company was that hard. Hold on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you and then uh do you have the group number?
[CUSTOMER][NEUTRAL] 24 34 9.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] It's uh MD Distributing Inc.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you the admin sider? I'm sorry.
[CUSTOMER][NEUTRAL] I think you have the credit card
[CUSTOMER][NEUTRAL] I am, I am.
[AGENT][NEUTRAL] OK, um, are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] I am [PII].
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, no worries, thank you for verifying that. OK, and uh which invoice are we needing to make a payment on?
[CUSTOMER][NEUTRAL] It's um 637-7584.
[AGENT][NEUTRAL] OK perfect thank you for verifying that information Sata. Give me just a moment. I'm gonna put you on a brief hold, uh, while I connect you to our billing department. They can take that payment for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling AP Health. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] again. I'm on the care team. um, I've got a group admin who's just needing to make a payment.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 24394.
[CUSTOMER][NEUTRAL] 24394.
[AGENT][NEUTRAL] Yes, 243-94.
[AGENT][NEUTRAL] She verified everything. um, I have the invoice number. It's a different contact than we have. Her name is [PII].
[CUSTOMER][NEUTRAL] The [PII]?
[AGENT][NEUTRAL] Um, that's uh MD Distributing Inc.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 24394
[AGENT][NEUTRAL] 24394 yeah MD Distributing Inc.
[CUSTOMER][NEGATIVE] That group number is not bringing up anything.
[AGENT][NEUTRAL] 24394. That's what I've got on here.
[CUSTOMER][NEUTRAL] MD what?
[AGENT][NEUTRAL] Distributing.
[CUSTOMER][NEUTRAL] 243-49
[AGENT][POSITIVE] I'm so sorry. Oh my goodness.
[CUSTOMER][NEUTRAL] I was like, I'm not bringing up anything.
[AGENT][POSITIVE] Sorry, I am so sorry. Oh my gosh, I'm literally looking at it. Well, I'm so confident saying that. I'm so sorry.
[CUSTOMER][NEUTRAL] It's uh let me get everything else pulled up real quick. 243 49. Alright, mark that one out so I don't get confused again. You're fine.
[AGENT][POSITIVE] Sorry about that. Oh my gosh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, send him on. Who's on the phone?
[AGENT][NEUTRAL] All right. Uh, her name is [PII]
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] Alrighty send her on.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome. Bye.