AccountId: 011433970860
ContactId: 0c7c2a99-da8b-488b-a8ec-bd79b4ef25f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249259 ms
Total Talk Time (AGENT): 94291 ms
Total Talk Time (CUSTOMER): 70097 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/0c7c2a99-da8b-488b-a8ec-bd79b4ef25f6_20250317T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII].
[AGENT][NEUTRAL] Hi, sorry.
[CUSTOMER][NEUTRAL] I've got um hey I've got Miss [PII] on the phone um her group number.
[CUSTOMER][NEUTRAL] It's 26484.
[CUSTOMER][NEUTRAL] And she is calling to pay an invoice let me give you the invoice number.
[CUSTOMER][NEUTRAL] It's 0006383365.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she gave the amount of $490.72 but then she asked how much does she owe so I was gonna go ahead and transfer on over so she can make payment.
[AGENT][NEUTRAL] Has she been verified?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] What's that callback number love?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Awesome, OK, you can send her on over.
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the group billing billing department. How are you doing this morning?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well I understand you're wanting to pay an invoice?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, let me get in here real quick and I can help you out with that.
[AGENT][NEUTRAL] Alright, she told me that you're wanting to pay the March invoice 6383365.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Alright, let me, so it looks like there is a credit that has been placed on the um invoice, so the amount due is much less than what the amount billed was there's a credit of 35592, which brings the uh total amount due down to 134.80.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, so I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, and the expiration?
[CUSTOMER][NEUTRAL] [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] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, I have to charge the amount of 13,480. Once I get this processed, I'll be able to give you an authorization number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] I see it went through.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] There's a couple of buttons I have to push in order to get that number.
[AGENT][NEUTRAL] All right, here we go.
[AGENT][NEUTRAL] Would you like me to send an email, uh, a receipt to the email address we have on file?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] Alright, that authorization number I have is 227109.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I'll get that email over to that email address promptly. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] All right, well I hope you have a great week. Thanks for calling ATL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.