AccountId: 011433970860
ContactId: 131b9cb3-5c11-4fa1-b683-d702b9bb1483
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302799 ms
Total Talk Time (AGENT): 93454 ms
Total Talk Time (CUSTOMER): 146045 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/131b9cb3-5c11-4fa1-b683-d702b9bb1483_20250514T21:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. This is [PII] from claims. I have the group number 269-51 on the line. They're trying to make a payment. They're trying to make up.
[AGENT][NEUTRAL] 261
[CUSTOMER][NEUTRAL] 269-51
[CUSTOMER][NEUTRAL] CMA to sign and studio.
[AGENT][NEUTRAL] Uh, machinery parts of America.
[AGENT][NEUTRAL] 26151.
[CUSTOMER][NEUTRAL] No. 26.
[CUSTOMER][NEUTRAL] 269-51
[AGENT][NEUTRAL] 269-51.
[CUSTOMER][NEUTRAL] Yeah, CMA Design studio.
[AGENT][NEUTRAL] OK, and who's on the phone?
[CUSTOMER][NEUTRAL] Uh, her name is [PII].
[AGENT][NEUTRAL] All right, has the group's information been verified?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alrighty, send him on.
[CUSTOMER][NEUTRAL] Alright, here she comes.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, hi, uh, this is [PII]. Uh, I'm calling for you want my group number.
[AGENT][NEUTRAL] I've got the group number pulled up, uh, from what I understand you're trying to make a payment, is that correct?
[CUSTOMER][NEUTRAL] Yes, can I make a payment please?
[AGENT][POSITIVE] Yes, um, let me get it all pulled up real quick and we'll get that payment taken care of.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Um, you're wanting to make the payment for the May invoice?
[CUSTOMER][POSITIVE] Yes please mhm.
[CUSTOMER][NEUTRAL] I understand you don't have automatic payment uh uh still correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] CMA?
[AGENT][NEUTRAL] Alright, I've got the May invoice and the amount of 83757.
[CUSTOMER][NEUTRAL] Uh huh yes.
[AGENT][POSITIVE] Alrighty, let me get it all entered real quick.
[CUSTOMER][NEUTRAL] You know it can can get no lo.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All righty, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] Did I, did I, sorry, you want the routing number?
[AGENT][NEUTRAL] I'm ready for the card number.
[AGENT][NEUTRAL] No, it has to be a.
[CUSTOMER][NEUTRAL] Oh, it, it have to be with the crash.
[AGENT][NEUTRAL] Uh, debit card or credit card?
[CUSTOMER][NEUTRAL] A credit card OK.
[CUSTOMER][NEUTRAL] Yes, hold on a minute, let me get the credit card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] OK, the credit card number is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, yes, it's a Mastercard.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, hang on, hang on, hang on one second, um, start over for me [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, OK, and the name on the card?
[CUSTOMER][NEUTRAL] The name on the card is [PII] [PII]
[AGENT][NEUTRAL] All right, and the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, and I'm gonna send that confirmation number to the email address that we have on file.
[AGENT][NEUTRAL] Let's get this processed.
[CUSTOMER][NEUTRAL] Which is my email is it [PII]?
[AGENT][POSITIVE] Yes, ma'am. And that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you, can you give me the confirmation number anyway over the phone or or you don't have it?
[AGENT][NEUTRAL] Let me get it pulled up.
[CUSTOMER][NEUTRAL] OK, well, let me see, let me see if I got it.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] American public life, no.
[AGENT][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] Your receipt. I got it. I got it. I got it, but it says American public uh public life, that's it transaction receipt.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] But it doesn't give me let me see if it open I'm just trying.
[CUSTOMER][POSITIVE] Mastercard but it doesn't have it. Oh yes, I do thank you very much. Don't worry, OK? It's a long number [PII]. You're welcome bye.
[AGENT][POSITIVE] No problem. Thank you.
[AGENT][NEUTRAL] Bye