AccountId: 011433970860
ContactId: 015a34a6-5c21-4180-86fb-6187fb7f34c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445589 ms
Total Talk Time (AGENT): 197935 ms
Total Talk Time (CUSTOMER): 192832 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/015a34a6-5c21-4180-86fb-6187fb7f34c8_20250605T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII] and our care team.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hey, I have a group admin wanting to make a credit card payment.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] What's that group number?
[CUSTOMER][NEUTRAL] 696-8.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] She said they trying to send a check, but it was returned back to them, so they wanna make a credit card payment.
[AGENT][NEGATIVE] Yeah, they probably sent it to the wrong address.
[AGENT][NEUTRAL] We've got that new bank account and people are still sending it to the Region's account.
[AGENT][POSITIVE] OK, I think I'm ready for it. What's the name?
[CUSTOMER][NEUTRAL] People don't live in [PII]. Her name is [PII].
[AGENT][NEUTRAL] What's the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And the callback number?
[CUSTOMER][NEUTRAL] Um, the one in the system [PII].
[AGENT][POSITIVE] Awesome. OK, I'm ready for whenever you are. Oh wait, by chance did she tell you the invoice number?
[CUSTOMER][POSITIVE] Awesome and
[CUSTOMER][NEUTRAL] She did. It's 638-892-5.
[AGENT][POSITIVE] Awesome, thank you all.
[CUSTOMER][POSITIVE] Alright thank you ma'am have a great one.
[AGENT][POSITIVE] Thanks you as well.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understand you're wanting to pay on an invoice.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] She gave me the group number 6968.
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And the only invoice I see open at the moment is the June invoice, is that correct?
[CUSTOMER][NEUTRAL] Um, no, I'm actually, I, I got an email yesterday from [PII] saying that our May invoice, our May payment, um, was returned by the bank, and we're trying to figure out why, but, um, it's obviously it didn't go through so they said that I needed to call to make a payment on the phone.
[AGENT][NEUTRAL] Oh, OK, it's possible that the May invoice was, uh, we've changed banks since earlier I guess it was later last year and not everyone has, uh.
[CUSTOMER][NEUTRAL] It was for the the.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Changed over, you know, where they're sending those uh checks to so I can send, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just an update. Let's see.
[AGENT][NEUTRAL] Is the um
[AGENT][NEUTRAL] [PII] email OK to send it to. I can send you an updated flyer just for future reference.
[CUSTOMER][POSITIVE] Yeah, yes that's the correct mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, I will send that to you after we get done here on the phone, but you said the May invoice let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it was, it was the [PII] invoice and they.
[CUSTOMER][NEGATIVE] Tried to cash it on [PII] but uh it was returned by our bank and they emailed me about it yesterday and we can't haven't been able to figure out why yet but we reached out to our um.
[CUSTOMER][NEUTRAL] Our guy at the bank and we're waiting to hear him, but in the meantime I wanted to go ahead and pay it because she said it needs to be paid within 10 days.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, so where are you just wanting to pay that one in the June or just the May invoice?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'll just do the May invoice now um you guys don't do any kind of auto pay, do you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not at this time.
[CUSTOMER][NEUTRAL] OK, I'll just do the May invoice now.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that looks like [PII]. Let's see for group [PII] invoice.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sorry, I'm just getting all this information in here. OK, [PII]. OK, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, the expiration.
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] And do you need the name or oh yeah I'm sorry uh [PII].
[AGENT][NEUTRAL] Security security code.
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So once I have that processed, I can have an authorization number for you and I can also send an uh email receipt and I can send a receipt via email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Also on the emails, um, I think they have an old email in there because she when she emailed me she copied somebody else on there like got on there.
[AGENT][NEUTRAL] Um, I do have [PII]'s email, but it's not the one that is necessarily our main contact email. I have the [PII], but the one for [PII] is no longer good.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it's
[CUSTOMER][POSITIVE] OK, OK, I, I said I actually told uh [PII] that was emailing me to remove that [PII] email because he's retired, but if you don't see it there, that's, that's perfect.
[AGENT][NEUTRAL] Well, I do see it it's just not the main contact but I think the best way to get it off would just be sending us an email to update the contact information that way we have a paper trail of the request.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK alright will do.
[AGENT][NEUTRAL] Alright, looks like your authorization number is 075.
[AGENT][NEUTRAL] 89 G as in geography.
[CUSTOMER][NEUTRAL] Uh, you cut out 07589.
[AGENT][NEUTRAL] G as in geography.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] And I'm gonna send oops there we go I'm gonna send that receipt in the the email and I will also send you um an updated flyer now you when you said returned, I just assumed that you meant that it returned in the mail, not necessarily by the bank so um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it was, it was returned by our bank for some reason, yeah.
[AGENT][NEUTRAL] I this might not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, but I will I'll still send this to you, yeah.
[CUSTOMER][NEUTRAL] Yeah, so they were trying to get that straightened out but.
[CUSTOMER][POSITIVE] Um, OK, OK, great.
[AGENT][NEUTRAL] Was there anything else I could help you if I were on the phone?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] All right. Well, you have a great rest of your week and thank you for calling APO.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thanks a lot you too thank you.
[AGENT][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Bye.