AccountId: 011433970860
ContactId: 11e4331c-d2ec-4eb1-8031-f87bc9ff4767
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206679 ms
Total Talk Time (AGENT): 73211 ms
Total Talk Time (CUSTOMER): 74279 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/11e4331c-d2ec-4eb1-8031-f87bc9ff4767_20250421T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team. I've got a group on the line that would like to pay their credit card or their invoice with their credit card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got the group number and invoice number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, both of them.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 26483 is the group.
[CUSTOMER][NEUTRAL] And then invoice is 6385945.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So it should be for 13438.
[AGENT][NEUTRAL] B B B B P M
[CUSTOMER][NEUTRAL] Yes, and I've got [PII] on the line. I didn't get, yeah, sorry, I didn't get her number.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright you can send it to me.
[CUSTOMER][NEUTRAL] OK, let me get her on the line and tell her I'm transferring.
[CUSTOMER][NEUTRAL] OK [PII], I've got uh did you say [PII]? I'm so sorry [PII] no my name's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I've got billing on the line and they're gonna take your payment, OK? Thank you so much. Mhm.
[AGENT][POSITIVE] Like she said, my name is [PII] and I'll be glad to help you with this, um, credit card payment. Let me get it all pulled up and entered real quick and we'll go from there. So just give me one second, [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have the invoice 13438.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That's the amount, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Come on [PII].
[AGENT][NEUTRAL] Bear with me, my computer's being a little slow.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All righty, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the name on the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and I'm gonna send that confirmation number to [PII]. Is that correct?
[CUSTOMER][POSITIVE] That would be great, yes.
[AGENT][POSITIVE] Alrighty, let me finish this up. Let's get it processed.
[AGENT][POSITIVE] Alrighty [PII], that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.