AccountId: 011433970860
ContactId: ebeab47a-f878-4e53-9117-12b9f6dda84f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267720 ms
Total Talk Time (AGENT): 113468 ms
Total Talk Time (CUSTOMER): 95828 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/ebeab47a-f878-4e53-9117-12b9f6dda84f_20250616T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I was calling because I, um, I'm calling on behalf of Core Medical Center. We have a group premium.
[CUSTOMER][NEUTRAL] Um, and I can access the account to make a payment, so I'm not sure if, uh, we missed an invoice.
[CUSTOMER][NEUTRAL] And it, it's canceled or what happened?
[AGENT][NEUTRAL] OK, what's that group number left?
[AGENT][NEUTRAL] What's your group number?
[CUSTOMER][NEUTRAL] Uh, yeah, that's 80116.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. The account might be under [PII].
[AGENT][NEUTRAL] Let me just get that pulled up real quick.
[AGENT][NEUTRAL] OK, what is the physical address and phone number for this group?
[CUSTOMER][NEUTRAL] Uh, it's Core Holdings, and the address is [PII], and the zip code is [PII].
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] My phone number is [PII], the one on on file, OK, give me one sec.
[AGENT][NEUTRAL] Well, the one we would have on file.
[CUSTOMER][NEUTRAL] OK, the phone number that we might have on file is [PII].
[AGENT][NEUTRAL] Alright, I, I believe I found the group unfortunately I don't have you down as a contact so I won't be able to discuss any of the invoicing issues, um, but what I can say is if you're having trouble with our online service center it might be we've just recently launched a new site and you have to reregister so if you should go back to the site and uh create a new account from there, the information does have to match and that phone number you gave me is not what we have on file and that'll have to be.
[AGENT][NEUTRAL] Uh, the same if you were to register, have you guys created a new account yet?
[CUSTOMER][NEUTRAL] Uh, no, we have not.
[AGENT][NEUTRAL] OK, so that's that's gonna be your first step but um in order for me to be able to speak with you about anything about the group's uh billing um invoices I'll need to speak with either [PII] or.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Right now? OK.
[AGENT][NEUTRAL] I, I don't know, I have a, a Brainna, oh, OK, yes ma'am. So I just, I would need word from one of the two of them to, uh, have permission to speak with you.
[CUSTOMER][NEUTRAL] Yeah, right now, then right now.
[CUSTOMER][NEUTRAL] OK awesome. I understand. Also, can we have instructions to set up the new account sent to either of their emails?
[AGENT][POSITIVE] Absolutely, let me get that for you.
[CUSTOMER][NEUTRAL] To Reina.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] OK, could it be sent to both of them, [PII] and [PII]?
[AGENT][NEUTRAL] I don't have [PII]'s email. I have uh her email though.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] The right now? OK, awesome. It can be sent to that one.
[AGENT][NEUTRAL] All right, I will get that right now. Let's see here.
[AGENT][NEUTRAL] 80116.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see, creating, I'm gonna send both the instructions on how to create a new account and the user guide on the new site so that you guys have, uh, that just for reference.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] All right. Was there anything else I could do for you while you're on, while we're on the phone?
[CUSTOMER][POSITIVE] Uh, not right now, thank you.
[AGENT][POSITIVE] Alright, I will get this straight over to you guys.
[CUSTOMER][POSITIVE] OK awesome I'll try to contact them and and see how to take it from there.
[AGENT][POSITIVE] Alright well you have a great day and thanks for calling ATL.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.