AccountId: 011433970860
ContactId: 08dc95df-7774-4ba9-9ac1-b423297eb3e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268559 ms
Total Talk Time (AGENT): 124906 ms
Total Talk Time (CUSTOMER): 102372 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/08dc95df-7774-4ba9-9ac1-b423297eb3e0_20250228T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] Hey, [PII]. I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good thank you for asking. I have a group on the line wanting to make a payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I can do that.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Group number is 24559.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, I have [PII] on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's wanting to pay invoice 6376192.
[CUSTOMER][NEUTRAL] And I think it's a 524-75 I believe.
[AGENT][NEUTRAL] 43.
[AGENT][POSITIVE] OK, I can definitely confirm that with her. I've got everything and I think I'm ready.
[CUSTOMER][POSITIVE] All right, [PII]. Good to talk to you. I hope you have a great weekend. Take care. Thank you. One moment.
[AGENT][POSITIVE] Yeah. Thank you so much. You too, [PII].
[CUSTOMER][POSITIVE] [PII], thank you for your patience. I have [PII] in our billing department that will assist you with processing that payment.
[CUSTOMER][POSITIVE] OK, thank you. And thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] how are you doing?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] Good, I'm doing well thank you uh so [PII] did give me your group information um so let me just confirm some information and make sure um that I've got everything correct. So I've got your group number and your group name is 24559 for OME Inc.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're wanting to pay invoice number 6376192, is that right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And can you confirm the um the uh payment amount you're wanting to make?
[CUSTOMER][NEUTRAL] 524 75.
[AGENT][POSITIVE] OK, perfect. Let me put that in real quick and we can get that processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and I've got it entered in so I'm ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is that expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the zip code, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me complete that payment real quick and I will get you a confirmation number. Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I've got that confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] OK, 090.
[AGENT][NEUTRAL] 19 and the letter Q like quarter.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And then can you email a receipt for that, please?
[AGENT][NEUTRAL] Yes I can. Let me just confirm your email address. I've got um a [PII].
[CUSTOMER][NEUTRAL] No, I'm the wrong [PII]. I just need that sent to the accounts payable email.
[AGENT][NEUTRAL] Accounts payable, OK, can you, can you give me that email?
[CUSTOMER][NEUTRAL] Yeah, so that's
[CUSTOMER][NEUTRAL] Mhm it's [PII] accounts payable.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] [PII]. OK, I will get that sent over. Um, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, that'll be it and I have to do this like 3 more times.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, if you are, do you need to do them now? I can process them for you.
[CUSTOMER][NEUTRAL] Um, no, well, they're being sent to me one by one, so I don't get anything mixed up.
[AGENT][POSITIVE] OK, OK, OK, OK, I understand, no problem at all. Well, we'll be happy to help, um, and we'll get those payments processed for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much for your help.
[AGENT][POSITIVE] All right. No problem, [PII]. Thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.
[AGENT][NEUTRAL] Uh bye bye.