AccountId: 011433970860
ContactId: f4280cba-d2ce-4e08-a290-8c8116cb9bcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293799 ms
Total Talk Time (AGENT): 120593 ms
Total Talk Time (CUSTOMER): 98591 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/f4280cba-d2ce-4e08-a290-8c8116cb9bcc_20250129T14:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to see um I was calling to process a payment. I believe they said I could do it over the phone.
[CUSTOMER][NEUTRAL] I wanna um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you the insured or you're calling with the provider or group?
[CUSTOMER][NEUTRAL] The group.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][POSITIVE] Thank you and [PII]. May I have your group number?
[CUSTOMER][NEUTRAL] 21401.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the name of the group?
[CUSTOMER][NEUTRAL] It's ML Automotive Group.
[AGENT][NEUTRAL] OK, and do you know which invoice and the amount that you wanted to make a payment for? OK.
[CUSTOMER][NEUTRAL] Yes, actually it's two of them because the check never got there so we did a stop payment. The first invoice is 6372175.
[AGENT][NEUTRAL] OK, and what what's that amount that you want to pay for that one?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That one is $2,772.81.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you want the other one?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6 the other invoice is 637-7179.
[AGENT][NEUTRAL] OK, and that um total bills?
[CUSTOMER][NEUTRAL] That one is for 2,0854 with 60 cents.
[AGENT][NEUTRAL] OK, and [PII], do you mind if I place you on just a brief hold? I'm gonna reach out to group billing, get a representative and connect you to for the payment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. And before I do that, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that is all thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day. Hold on one moment. You're welcome.
[CUSTOMER][POSITIVE] You too thank you mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] Let me finish
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm doing good. I have a group on the other line that needs to make two invoice payments.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] Um, 21401.
[CUSTOMER][NEUTRAL] 21401.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] But I have a question though.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] I may have an answer.
[AGENT][NEUTRAL] I hope so. So [PII] is on the phone. The only person on the group is [PII], but she said that they told her to call and just make the payment. Is that OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, as long as they're just making a payment they can, they can make the payment, um, we just can't give them any other information since they're not on the group. Um, why is this group not other this, um, did they say which, um, invoice you're wanting to pay?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I have both the invoices and the amount.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's 637-217-5.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For $2,772.81.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then 637-717-9.
[AGENT][NEUTRAL] For $2,854.60.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's January. I wonder why they're not wanting to pay to December.
[AGENT][NEUTRAL] Oh, now she said, um, I don't know if if any of this matters. I'm just telling you. She said that one of those um never got to us, so they stopped the payment, but she wants to pay over the phone.
[CUSTOMER][NEUTRAL] Alright [PII] on over.
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is