AccountId: 011433970860
ContactId: 0827d92d-77d2-4294-aef5-8421323ac23c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291579 ms
Total Talk Time (AGENT): 115734 ms
Total Talk Time (CUSTOMER): 108584 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/0827d92d-77d2-4294-aef5-8421323ac23c_20250502T15:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh you
[CUSTOMER][NEUTRAL] Good morning. Can you process payments? I need to make a payment over the phone.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, I don't, but I can verify you and get you to the right person to take a payment.
[CUSTOMER][POSITIVE] Perfect, um, because they're probably gonna verify me too, but it's group number 24349.
[AGENT][NEUTRAL] OK, so it's gonna be a group payment?
[AGENT][NEUTRAL] An invoice
[CUSTOMER][NEUTRAL] The it's gonna be with the credit card. The invoice number is 6387961.
[AGENT][NEUTRAL] OK, um, bear with me just a sec.
[AGENT][NEUTRAL] May I have your name and a contact number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII] from Pharma International and the number here is [PII].
[AGENT][NEUTRAL] OK, alright, and let's see, may I have the mailing, um, the mailing address on file for verification if you wanna.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right, let me go ahead and get a group billing department on the line to check the payment and that was invoice 6387961. How much is the amount?
[CUSTOMER][NEUTRAL] It's gonna be for 415 with 59 cents.
[AGENT][NEUTRAL] With 1559 cents.
[CUSTOMER][NEUTRAL] That's correct, 59.
[CUSTOMER][NEUTRAL] 41559.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, great. Thank you. One moment, let me get them on the line.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hi, I'm good. How about yourself?
[AGENT][POSITIVE] I'm good. It's Friday, yay, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I have a member on the line. Well, it's a group and they need to make a payment for the invoice. Um, the group number is 24349.
[CUSTOMER][NEUTRAL] OK, and who do you have on the phone?
[AGENT][NEUTRAL] I can miss ya [PII].
[CUSTOMER][NEUTRAL] Can you spell that for me so I get that right?
[AGENT][NEUTRAL] Uh, OK, I'm not sure how to, how she spells, but I think it's [PII].
[CUSTOMER][NEUTRAL] OK, no worries. I just
[AGENT][NEUTRAL] [PII]. I'm pretty sure it's that one because she has called before. She always call.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] And that sounds right and if this is Spanish, yeah, that sounds right. [PII].
[AGENT][NEUTRAL] You need a spelling of the last name?
[CUSTOMER][POSITIVE] Uh, yeah, that'd be good.
[AGENT][NEUTRAL] OK, that's [PII]
[CUSTOMER][NEUTRAL] OK, just give me a second, let me log into the site to get that payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Did she by chance give you an invoice number?
[AGENT][NEUTRAL] Yes, uh-huh, yes, the invoice number is 63. OK, let me know when you're ready. I'm sorry.
[CUSTOMER][NEUTRAL] What's
[CUSTOMER][NEUTRAL] No, I'm so sorry. I think there's a little bit of a delay go ahead.
[AGENT][NEUTRAL] OK. 638-7961.
[AGENT][NEUTRAL] 400, 0 yeah, [PII].
[CUSTOMER][NEUTRAL] And callback number?
[CUSTOMER][NEUTRAL] And I'm sorry you're gonna give me that amount.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Yeah, the amount is $415.59.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'm ready for whenever you are.
[AGENT][POSITIVE] OK. Here she comes. Have a good day.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] You're welcome. Thank you. Thank you for holding and being patient for me, Ms. [PII]. I've got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hi Miss [PII], this is [PII]. Like she said in the billing department, I understand you're wanting to pay, um, I is it the May invoice? Let's see. It is the main. That's the only one to open, correct? Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let's see, it was just pulling up as I was saying it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] We're good and I apologize there's a little bit of a delay in our call so we might uh speak over each other.