AccountId: 011433970860
ContactId: f407b899-84b1-4283-95cf-d46ad1bc1267
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167559 ms
Total Talk Time (AGENT): 60357 ms
Total Talk Time (CUSTOMER): 54660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/f407b899-84b1-4283-95cf-d46ad1bc1267_20250516T20:14_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], calling from Morrison Medical, and I'd like to make a payment on the phone if I could.
[AGENT][NEUTRAL] OK, um, do you have the group number for the plan?
[CUSTOMER][NEUTRAL] Sure. 266, 26, 26,620.
[AGENT][NEUTRAL] OK, can you verify the address of the group?
[CUSTOMER][NEUTRAL] Sure. [PII] Morrison Medical Associate.
[AGENT][NEUTRAL] OK perfect and then I, I think I missed your name or maybe I didn't hear it. Um, could you give me [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And what is a good callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] The office number is [PII].
[AGENT][NEUTRAL] And then do you have that invoice number?
[CUSTOMER][NEUTRAL] Sure do. 306388627.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, let me get you to our billing department. I will relay all of the information you've just given me, um, and they can take that payment. Is that OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII]. Mhm.
[AGENT][POSITIVE] Thank you. 11 moment.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got a group on the line that would like to make a payment.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] Group number is 26,620.
[CUSTOMER][NEUTRAL] Morrison Medical.
[AGENT][NEUTRAL] Yes, I've got [PII] on the line. Um, she's verified that uh call callback number is the uh phone number on file for the group and then I've also got the invoice number if you need that.
[CUSTOMER][NEUTRAL] Uh, OK, what's that?
[AGENT][NEUTRAL] 6388627
[CUSTOMER][POSITIVE] Alrighty you can send it to me.
[AGENT][POSITIVE] OK, I'll introduce you and then release it. Thank you so much.
[AGENT][NEUTRAL] Ms. [PII], I've got uh [PII] on the line. She's gonna help, OK?
[CUSTOMER][POSITIVE] Thank you so much. OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. All [PII]. Like she said, my name is [PII] and