AccountId: 011433970860
ContactId: ecb18fbb-b0d6-4b43-a972-05c0a52821fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225600 ms
Total Talk Time (AGENT): 50722 ms
Total Talk Time (CUSTOMER): 101314 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ecb18fbb-b0d6-4b43-a972-05c0a52821fc_20250619T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling, and I'd like to pay on our invoice, please, if I could.
[AGENT][NEUTRAL] Sure, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh, I'm gonna have to give you my cell number because our office is closed today. It's [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII]. Morrison Medical Associates.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is your group number?
[CUSTOMER][NEUTRAL] 26,620.
[AGENT][NEUTRAL] OK, one moment while I look you up.
[CUSTOMER][POSITIVE] Sure, thanks.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Can I get you to verify the address and then your email, please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And your email?
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] OK, and did you want to pay um over the phone with a card or did you want to try and pay online?
[CUSTOMER][NEUTRAL] Uh, I keep saying I want to do it online, but I haven't set it up. I want to pay over the phone if I could.
[AGENT][NEUTRAL] OK, give me one moment let me see if I can get someone from group billing.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Uh-huh.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][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.
[CUSTOMER][NEUTRAL] Alright, give me one second.
[CUSTOMER][NEUTRAL] And um did you by chance get that invoice number?
[AGENT][NEUTRAL] I did not
[CUSTOMER][NEUTRAL] No, it's OK. I was just curious and call back.
[AGENT][NEUTRAL] Uh, it's 954296-5570.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Let me just get that pulled up on the, oh come on.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 26625 OK.
[CUSTOMER][POSITIVE] Alright, I'm ready for whatever you are.
[AGENT][POSITIVE] Alright thank you so much one moment.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Alright, I have [PII] from group billing. Oh, so sorry.
[CUSTOMER][NEUTRAL] Hi [PII], this is
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] This is Amberson group billing. How are you this morning or this afternoon? I apologize.
[CUSTOMER][NEUTRAL] Oh, that's fine. I know.
[CUSTOMER][NEUTRAL] So I understand you're wanting to pay an invoice.
[CUSTOMER][NEUTRAL] Yes please if I could, can I give you the invoice number?
[CUSTOMER][POSITIVE] Sure, yes ma'am, please do.
[CUSTOMER][NEUTRAL] 000.
[CUSTOMER][NEUTRAL] 639
[CUSTOMER][NEUTRAL] 1202.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Morrison Medical Associates. Uh-huh.
[CUSTOMER][NEUTRAL] Alright, let's see. I have that in the amount of $523.95.
[CUSTOMER][POSITIVE] That is correct. Mhm.
[CUSTOMER][NEUTRAL] Alright, let's see here 523.