AccountId: 011433970860
ContactId: 10daffd8-c146-4230-98b4-429ef5845ea8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337500 ms
Total Talk Time (AGENT): 141126 ms
Total Talk Time (CUSTOMER): 123447 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/10daffd8-c146-4230-98b4-429ef5845ea8_20250618T14:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Apple Green. Um, I have 5 invoices that need to be paid, and they're gonna be paid out of different bank accounts and I wanted to do that over the phone.
[AGENT][POSITIVE] OK, [PII], I'm happy to help. Do we have a group number for the invoices?
[CUSTOMER][NEUTRAL] Um, each invoice is a different group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the totals are gonna are going to be less than what the full invoices because I have terminations.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that OK?
[AGENT][NEUTRAL] Yeah, let me get the first group number from you please.
[CUSTOMER][NEUTRAL] OK, 256-888 and this is gonna be these are gonna be for May invoices. I have the invoice number if that's easier.
[AGENT][NEUTRAL] OK. Yeah, I'm gonna have to get you over to somebody in billing to take the payment.
[AGENT][NEUTRAL] Um, on this one, can you verify, please can the name of the group?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Um, they all have different names. Hold on.
[CUSTOMER][NEUTRAL] You have different names than what we call them.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 49
[CUSTOMER][NEUTRAL] OK, it would be.
[CUSTOMER][NEUTRAL] [PII]. OK, um, Petro Gas Group US Inc.
[AGENT][NEUTRAL] OK, and then do we have the invoice number for this one?
[CUSTOMER][NEUTRAL] Yeah, 638-823-8.
[AGENT][NEUTRAL] And do you have the amount that you want to pay on this one?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 12,000.
[CUSTOMER][NEUTRAL] 529.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 79.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], do you have a good callback number just in case if something happens on the call?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, I will let me contact somebody over in billing. I'll go ahead and give them this group an invoice and then just let them know that you have 4 others that you're gonna need to pay after. They'll have to just get those group numbers for you when you guys proceed on to the next, OK?
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Alright, one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] I don't even know who [PII] is.
[CUSTOMER][NEUTRAL] Thank you for calling APR. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] I'm, I'm good, [PII]. How are you today, hon?
[AGENT][NEUTRAL] I'm good, thank you for asking. Um, I have, I have [PII] on the line. She's calling from [PII] and she needs to make some payments on some invoices. She does have 5 total.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh wow, OK. Her name is just OK. Her name is [PII].
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And she's probably different groups. Did you get a callback number for her, sweetie?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. It is gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I'll, I'll be transparent with you. I got the first group number, invoice number and amount. I did not get the other 4. I figured I would just let her give that to you.
[CUSTOMER][NEUTRAL] That's fine. Yeah, that's absolutely fine. Sure, yeah, that's a lot. What's the first group you got and I was gonna write that down.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the first group is 256-88.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's Petro Gas Group, she did verify it, and the invoice number she gave me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, with 638-823-8.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] OK, uh, you.
[AGENT][NEUTRAL] And the amount being paid, do you want that?
[CUSTOMER][POSITIVE] Yeah, I do. What is it? I'm sorry.
[AGENT][NEUTRAL] OK, no worries. It's a $12,529.79.
[CUSTOMER][POSITIVE] Got it. Alright, thank you so much, sir. I'll be glad to help her.
[AGENT][NEUTRAL] Alright, one second, I'll let her know I'm sending her over.
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][POSITIVE] Thank you so much for your patience, [PII]. I have [PII] on the line in billing and she's gonna take over the call, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][POSITIVE] Hey there how are you today? Good, how are you?
[CUSTOMER][POSITIVE] I'm doing great. Thank you so much for asking.