AccountId: 011433970860
ContactId: 0c535847-e003-4379-89f7-97750079c87d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309630 ms
Total Talk Time (AGENT): 99454 ms
Total Talk Time (CUSTOMER): 112909 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/0c535847-e003-4379-89f7-97750079c87d_20250606T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I've got a, a person on the line that'd like to make a credit card payment on an invoice.
[AGENT][NEUTRAL] Alright, and uh what's the group number?
[CUSTOMER][NEUTRAL] Number 24349.
[AGENT][NEUTRAL] 24349.
[AGENT][NEUTRAL] And who are we speaking with?
[CUSTOMER][NEUTRAL] Uh, it's with [PII].
[AGENT][NEUTRAL] And uh their callback number, the one that's on the screen, the [PII]?
[CUSTOMER][NEUTRAL] Yes, that is.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And did they say, OK, I'm assuming I probably paying their June invoice. Alright, you can go and send them over.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I'll introduce you and then I'll release the call. Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I thought I've got [PII] on the line she's gonna take that payment for you, OK? Thank you, thank you for your help. Thank you bye bye. OK, hello?
[AGENT][NEUTRAL] Hi, hi, [PII], this is [PII] in the billing department. How are you doing today?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] I'm good and you?
[AGENT][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] I'm on the phone.
[AGENT][NEUTRAL] Um, so you wanted to go ahead and pay your.
[CUSTOMER][NEUTRAL] Um, let me.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, let me provide you the number. It's gonna be [PII].
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] 71,000.
[AGENT][NEUTRAL] What what number is that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What number is that that you're reading?
[CUSTOMER][NEUTRAL] [PII] so.
[CUSTOMER][NEUTRAL] Oh, the credit card number.
[AGENT][NEUTRAL] Oh yeah, sorry, um, I, I still, I'm not ready for that yet. Just one second.
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] I'll call him now.
[CUSTOMER][NEUTRAL] Well, uh, [PII], I'll call him now we finish.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Alright, and are you paying the 41559 it looks like on your June invoice.
[CUSTOMER][NEUTRAL] Yeah, 4:15 59 invoice ending in 545.
[CUSTOMER][NEUTRAL] Am I right?
[AGENT][NEUTRAL] Oh, it looks like you guys had a termination um for Olga Martinez, so your total is 36018. Does that sound correct?
[CUSTOMER][POSITIVE] That's even better. Yes, that is correct. Um, let me let me revise, yeah, we should, it, it's true. How much is it now? 3.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 36018.
[CUSTOMER][NEUTRAL] 36018.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, got it perfect, that's even better and we're gonna use a credit card.
[AGENT][NEUTRAL] Ex
[AGENT][NEUTRAL] OK, one second just enter into this.
[CUSTOMER][NEUTRAL] So she was removed already for the June invoice.
[AGENT][NEUTRAL] Yeah, we have term, uh, she term, uh, last day of May, so 61.
[CUSTOMER][NEUTRAL] Yeah, it's true.
[AGENT][NEUTRAL] Alright, um let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Did you want me to put Pharma International or MD distributing or does it matter?
[CUSTOMER][NEUTRAL] Pharma is fine Pharma International.
[AGENT][NEUTRAL] Sorry, I have a lot of information.
[CUSTOMER][NEUTRAL] Uh, is the name of the card?
[AGENT][NEUTRAL] Uh, no, I was just for the company, yeah, sorry, I have a lot of information I just said in here before.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Oh yeah, it's.
[AGENT][POSITIVE] All right, I'm ready for the card number now.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code.
[CUSTOMER][NEUTRAL] And then it's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code.
[AGENT][NEUTRAL] Last thing I need is the zip code.
[CUSTOMER][NEUTRAL] And the zip code [PII].
[AGENT][NEUTRAL] Alright, and would you like a copy of this receipt emailed, um, we have [PII].
[CUSTOMER][NEUTRAL] No, it's OK it's it's not necessary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] And that uh was successful thank you bye.
[CUSTOMER][POSITIVE] Have a good one thank you bye. Mhm.
[CUSTOMER][NEUTRAL] Bye.