AccountId: 011433970860
ContactId: f7986307-a9b1-4982-86b8-1da859721c3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364529 ms
Total Talk Time (AGENT): 120932 ms
Total Talk Time (CUSTOMER): 163965 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/f7986307-a9b1-4982-86b8-1da859721c3e_20250602T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Health Bridge Medical. How are you today?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] I'm doing all right thank you. Um, I am the um group administrator. I was trying to get on to pay our bill and um I know there was a change with the APL site and um but it's not allowing me to register it keeps giving me error messages.
[AGENT][POSITIVE] Yeah, I, I do apologize for that, um.
[CUSTOMER][NEUTRAL] So I need help getting registered.
[AGENT][NEUTRAL] Yeah, our I our IT team is working to resolve the technical issues. Um, we are anticipating having it fixed within 24 hours, um, and were you wanting to, uh, pay your bill or were you just wanting the invoice? Pay the bill? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I'm, I'm needing to pay it, yeah, and well I do need a copy of the invoice and then I'll need a copy of the receipt, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, I do need to get the payment made because I'm pretty sure it's past due at this point. I'm not sure.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what's the uh group number?
[CUSTOMER][NEUTRAL] It's 26855.
[CUSTOMER][NEUTRAL] I'm sorry, 26885.
[AGENT][NEUTRAL] And can I get you to verify the address?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Why do I not know our address? I work remotely. I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] It's so bad when you work remote.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I don't have that number, uh, what's the phone number for?
[CUSTOMER][NEUTRAL] Do you have the [PII]? Yeah, that's our toll free number, sorry, [PII].
[AGENT][NEUTRAL] I believe in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, just wanted to make sure, um, and give me just a moment and I'll get billing on the line.
[CUSTOMER][NEUTRAL] Yeah, it's the same as the [PII]. It's just toll free, sorry.
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Uh, let me get billing on the line, um, and they will help you make that payment. Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Deering.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling ATL. This is Collette group billing. How may I help you?
[AGENT][NEUTRAL] Hi this is [PII] from the care team at APL. I have a [PII] on the line. She's trying to pay her um.
[AGENT][NEUTRAL] Their invoice
[CUSTOMER][NEUTRAL] Hm, what's that group number do you?
[AGENT][NEUTRAL] It's 268-85.
[AGENT][NEUTRAL] And I've verified her. It's [PII], why do I wanna say [PII] so bad? [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] And do you have a good callback number just in case?
[AGENT][POSITIVE] Oh my gosh, I forgot to get that. I'm so sorry.
[CUSTOMER][NEUTRAL] Uh, that's OK, and you said that she is wanting to pay her invoice?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can help her with that.
[CUSTOMER][NEUTRAL] If you can send your own.
[AGENT][NEUTRAL] Alright, and what's your name again?
[CUSTOMER][NEUTRAL] And you, did you, did you um verify everything?
[AGENT][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] Yes, I did. The phone number that we have on their file, um, she verified it, but she did say it is a toll-free number like it's the Health Bridge Medical's toll free number. I don't know if we're OK with that or not or if we want to change it to a non toll free number. Does that matter? I'm still new at this. OK, I'm still new at this. I didn't know if the toll free number was an issue, but yeah, she did verify everything.
[CUSTOMER][NEUTRAL] No, that's fine. That's fine.
[AGENT][NEUTRAL] I just forgot the call back number.
[CUSTOMER][POSITIVE] OK, well thank you for that.
[CUSTOMER][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII], you can send her on.
[AGENT][NEUTRAL] Alright, give me one moment.
[CUSTOMER][POSITIVE] And I'll be glad to help her, thank you.
[AGENT][POSITIVE] Alright thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] one time.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I have billing on the line so you can make that payment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in group billing, um, Hi [PII], how are you?
[CUSTOMER][NEUTRAL] I'm doing fine thank you and can you verify a good call back number just in case we get disconnected please? Sure, it's [PII] and [PII] at [PII] [PII].
[CUSTOMER][NEUTRAL] OK, and that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and the group number that you are calling about is 26885, is that correct? Yes ma'am?
[CUSTOMER][POSITIVE] Mhm thank you so much.