AccountId: 011433970860
ContactId: 021a935e-8537-4c3e-8be1-c49a94115772
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615020 ms
Total Talk Time (AGENT): 234901 ms
Total Talk Time (CUSTOMER): 136966 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/021a935e-8537-4c3e-8be1-c49a94115772_20250602T17:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and Group Bill. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][NEUTRAL] I'm OK. How about yourself?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have a group admin on the other line that's, um, wants to make a payment over the phone.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is that group number?
[CUSTOMER][NEUTRAL] 15103.
[AGENT][NEUTRAL] 15103 and um who do you have on the phone?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and a good callback number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you said she's wanting to make a payment?
[CUSTOMER][NEUTRAL] Yes, she um was trying to log on to the online service center but we're having all those issues so she said she was trying to see if they're um.
[CUSTOMER][NEUTRAL] If there was she wants to pay the active invoice sorry she used different words but she wants to pay the active invoice.
[CUSTOMER][NEUTRAL] And I can look it up here and see what it was she didn't have the information because she couldn't log in.
[AGENT][NEUTRAL] OK, I mean, I can see, I got it. Um, so, um.
[CUSTOMER][POSITIVE] You got it. OK.
[AGENT][NEUTRAL] She's wanting to pay the invoice.
[CUSTOMER][NEUTRAL] Right
[AGENT][POSITIVE] They say May and June is outstanding.
[CUSTOMER][NEUTRAL] Yes, um, she said whatever.
[CUSTOMER][NEGATIVE] Yeah, she said whatever um is active. She just uh outstanding. She just couldn't access it to tell me when I asked.
[AGENT][NEUTRAL] Yeah, I can help her with that. And did you verify everything?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, she's verified.
[AGENT][NEUTRAL] All right. Well, thank you, ma'am. You can send her over and um
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] We'll get her taken care of.
[CUSTOMER][NEUTRAL] All right, hold on one moment.
[AGENT][POSITIVE] Uh, no problem. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK thank you you're welcome.
[AGENT][NEUTRAL] Good morning, [PII]. This is, I mean, afternoon.
[AGENT][POSITIVE] Uh-huh, thank you for calling.
[AGENT][NEUTRAL] I understand a good callback number for you is the [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, and [PII] said that you are wanting to make a payment?
[CUSTOMER][NEGATIVE] Yeah, I was trying to go online to make a payment and she's informed me that the service center is new and they have some glitches or whatever so it wasn't allowing me to get in there.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. Um, and I do apologize. Um.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Can we do that over the phone?
[AGENT][NEUTRAL] Yes ma'am, with a credit card if you've got a credit card.
[CUSTOMER][NEUTRAL] OK, I do.
[AGENT][POSITIVE] Awesome, I can help you with that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] So, um, [PII], uh, I see that we have the May and June that day. Um, would you just wanting to make the May payment or both of them?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I could do both if that's OK.
[AGENT][NEUTRAL] Well, that's OK. I mean, that's, that's entirely up to you.
[CUSTOMER][NEUTRAL] Yeah, we'll just do both of them.
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] OK, so that's gonna be.
[AGENT][NEUTRAL] $70.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes, that's what I have.
[AGENT][NEUTRAL] So the name of the group is, uh, I mean you're making a payment on group 15103 and that is for inspiration field.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so we're gonna be paying.
[AGENT][NEUTRAL] May and June $70 total. All right.
[AGENT][POSITIVE] If I can type, I do apologize.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] see.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I get all this information in and I do apologize.
[CUSTOMER][POSITIVE] No, it's not a problem.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] All right, [PII], I am ready for that card number when you are.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, I'm on.
[AGENT][NEUTRAL] Read it back to you. I've got [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And I'm ready for that expiration date, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with that account please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], so today we're making a payment of $70 to pay the May and June invoices for group 15103 with the card ending in [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Expiration is [PII] and the code is [PII] with the zip code of [PII].
[CUSTOMER][POSITIVE] That's correct mhm.
[AGENT][NEUTRAL] All right. And just one moment and I will get that um.
[AGENT][NEUTRAL] Verification code for you.
[CUSTOMER][NEUTRAL] Can you email me a receipt?
[AGENT][POSITIVE] I can do that. I certainly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me get there.
[AGENT][NEUTRAL] OK, and that email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much. I just want[PII] to verify before I see it.
[AGENT][POSITIVE] All right. You should be getting that.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] All right, and [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.