AccountId: 011433970860
ContactId: 06a4a006-df0a-4599-a893-a764bbbc1454
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464529 ms
Total Talk Time (AGENT): 227751 ms
Total Talk Time (CUSTOMER): 223790 ms
Interruptions: 5
Overall Sentiment: AGENT=1.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/06a4a006-df0a-4599-a893-a764bbbc1454_20250311T19:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII] and Great Billing. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII] from Real Virtual card team. I'm calling to make a payment.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][POSITIVE] Awesome. Please note that this call will be recorded for quality training purposes.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] All right. Thank you. One.
[CUSTOMER][NEUTRAL] You tell me your name is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Moet? Awesome name. Wow. [PII]. Oh, that's even better.
[AGENT][NEUTRAL] Meet
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That I
[AGENT][NEUTRAL] Thank you. All right. Just one moment and let me get log back in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got an invoice number and.
[AGENT][POSITIVE] OK, just one moment, and we're gonna get all of that and get you set up.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] You're doing all right today?
[CUSTOMER][POSITIVE] Yeah, yeah, pretty good.
[AGENT][POSITIVE] Good, good, good.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, [PII], you said you got an invoice number must have that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The invoice number is 6381986 and I got it for the amount of $1,301.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 1000
[CUSTOMER][NEUTRAL] With 79 cents.
[AGENT][NEUTRAL] 1801.
[CUSTOMER][NEUTRAL] 801.
[AGENT][NEUTRAL] 79. All right. Just one moment. Let me pull that up.
[CUSTOMER][NEUTRAL] What 79 cents.
[CUSTOMER][NEUTRAL] All right. I also got a group number if you need it.
[AGENT][POSITIVE] Oh yes, please.
[CUSTOMER][NEUTRAL] OK, the group number is let me get it real quick here, 16995.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] 16995.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] All right. It's coming up and I do apologize. It takes it, it takes it a minute.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Well, I got plenty of coffee.
[AGENT][POSITIVE] Oh, OK. Ain't nothing wrong with that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh, great.
[AGENT][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] And the customer is [PII].
[AGENT][NEUTRAL] All right. Thank you. Well, it didn't let me log in. Hmm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maybe in his coffee.
[AGENT][NEUTRAL] Maybe it does.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] That afternoon coffee.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, one time I was giving advice. I was having trouble with my computer and a friend of mine told me, you gotta tell her what to do and I told computer ship up or ship out, and it shipped up they got.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Well, there's nothing wrong with that then.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Especially if they obey.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, we got that and that was [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see. All right.
[CUSTOMER][NEUTRAL] And Stork Center.
[CUSTOMER][NEUTRAL] Yeah, [PII] is [PII], like the stork.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then a center
[AGENT][POSITIVE] All right. Thank you so much.
[CUSTOMER][NEUTRAL] Yeah, I also got an address if you need it.
[AGENT][NEUTRAL] Uh, no, sir, that's not necessary. Thank you though.
[CUSTOMER][POSITIVE] Yeah, you're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'm almost ready.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] All right. So, I am now ready for that card number, please, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right, no additional fees, correct?
[AGENT][NEUTRAL] No sir, not at this moment.
[CUSTOMER][NEUTRAL] Alright, numbers are [PII].
[AGENT][NEUTRAL] Well, uh, well, well, I missed it. I missed the I missed the first two.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna start over. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] with the card expiration date [PII] and the security code?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] for the total amount of $1,801.79?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, I'm gonna repeat that card for you just to make sure that I got the right thing. So that is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] [PII] and Bill and [PII] is the name on the card?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Yeah, first name [PII], last name [PII]
[AGENT][POSITIVE] All right. Thank you. All right, let's get that.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And that was [PII].
[AGENT][NEUTRAL] [PII]. And what is that zip code?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so [PII], we're making a one time payment of $1,801.79 on invoice number 6381986.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the cards in.
[AGENT][NEUTRAL] Ending in [PII] expiration [PII] and the security code is [PII] with the zip code of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome, you got it.
[AGENT][NEUTRAL] All right. And if you'll hold on one moment, I sure will get you that authorization ID.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, [PII], one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] What are you
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All righty. Almost there. You're right. All right. So that authorization ID is 846046.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 846 046 alright awesome thank you very much.
[AGENT][NEUTRAL] All right, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That'll be it for now. Thank you very much. Have a wonderful day and stay safe and always happy.
[AGENT][POSITIVE] You as well, [PII], and thank you for calling APL and you have a wonderful day and stay safe as well.
[CUSTOMER][POSITIVE] Thank you Malet bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.