AccountId: 011433970860
ContactId: 0baeb642-31ff-425f-85fc-7c7dd6991582
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209020 ms
Total Talk Time (AGENT): 60587 ms
Total Talk Time (CUSTOMER): 38904 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/0baeb642-31ff-425f-85fc-7c7dd6991582_20250422T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] with Pin Agency. I need to make a payment on our April invoice.
[AGENT][NEUTRAL] Oh, OK. Let's see here.
[AGENT][NEUTRAL] Alright, [PII], let me get this pulled up real quick to take that payment.
[AGENT][NEUTRAL] And what group is that you're wanting to pay on?
[CUSTOMER][NEUTRAL] Uh, group number is 26233.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Just take me a second here.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] 262-33.
[AGENT][NEUTRAL] All right. And how much were you wanting to pay today, the full amount?
[CUSTOMER][NEUTRAL] Yeah, the 277-85.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] And the card number is [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] Expires [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, let me get that processed and when I do, I will have a authorization number for you.
[AGENT][NEUTRAL] But I also can send an email with that uh receipt if you'd like.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Yeah, that would be good if you can do that.
[AGENT][NEUTRAL] Would it be OK to send it to the [PII] address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] All right, that authorization number is 203-225 and I will get that receipt over to your email.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK, great. I hope you have a great week. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye now.
[AGENT][NEUTRAL] Mm, OK.