AccountId: 011433970860
ContactId: 136b4da9-00d6-4736-a3c0-fe772db83404
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1041618 ms
Total Talk Time (AGENT): 361925 ms
Total Talk Time (CUSTOMER): 278118 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/136b4da9-00d6-4736-a3c0-fe772db83404_20250624T14:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, this is [PII]. I have a group admin on the phone wanna make a card payment.
[AGENT][NEUTRAL] OK, and what group is that?
[CUSTOMER][NEUTRAL] 800999
[AGENT][NEUTRAL] And who do you have on the phone?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um, what's a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] You beeped out there a minute.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, sorry about that.
[AGENT][NEUTRAL] All right, and.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] HR management consultant.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And um you verified everything?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, my dear. And she's wanting to make a payment.
[AGENT][NEUTRAL] Now right.
[AGENT][NEUTRAL] You can send her on. I'm sure I'll have to log back in, yep, but you can send her on.
[CUSTOMER][POSITIVE] Uh thank you ma'am.
[AGENT][POSITIVE] All right. You too, dear. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Have a great one.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. Um, I understand a good callback number for you is [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, what, you're talking about a phone number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII], no, well, that's, that's a hobby, um.
[CUSTOMER][NEUTRAL] I'm the other contact. Uh, and my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, hold on just a moment, um, [PII] said that you are wanting to make a payment on your.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Group, is that correct?
[CUSTOMER][NEGATIVE] Yes, because they changed it. I, I always go in and and do the payments online, but they changed it, it doesn't let me go in. And I thought I was there as an admin too, because he called to put me as an admin, but they put me as a contract. So I'm not able to sign in in order to pay the bill, and I'm the one who paid the bill.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] So I, I, I, I'm, I'm past due on, on May.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Just one moment, I'm looking.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK. So, um,
[AGENT][NEUTRAL] I do see that someone has started.
[AGENT][NEUTRAL] Creating a new account for this group because you will I mean, OK, and you put in.
[CUSTOMER][NEUTRAL] Yeah, me, me.
[AGENT][NEUTRAL] His information?
[CUSTOMER][NEGATIVE] No, it's just when, when I, when I, when I put my, my password, it sent me that it doesn't recognize my email because I used to enter with a username. I had a username. I don't have an email. I used to put my username and my password, but now they require an email and the only email they have as an admin is [PII] is a hobby, and he's not here today to approve the code. So I cannot enter.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Gotcha. OK. Oh, that's fine. We can help you with that.
[CUSTOMER][NEGATIVE] So I started to, to do an account on, on me, but it doesn't approve it, they don't approve it.
[AGENT][NEUTRAL] Right. He would stand now, it goes back to the same thing. He would have to, he would have to be the one to register.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and then he could add you.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so you're wanting to make a payment you said for the June invoice, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, well, I, do I, do, OK, the unionvo I paid it on, on May, because the last one I was able to pay was April.
[CUSTOMER][NEUTRAL] Did I pay for for May?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm showing we received May's premium on [PII].
[CUSTOMER][NEUTRAL] I cannot check.
[CUSTOMER][NEUTRAL] Can you, can, can you send me a confirmation?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] I don't have that.
[AGENT][NEUTRAL] I mean, if you paid it online.
[CUSTOMER][NEUTRAL] No, I haven't been able to pay in May because I always pay at the, at the middle of the month.
[CUSTOMER][NEUTRAL] And it, it didn't, it didn't let me. I've been I've been trying to get in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And, but it's very hard to reach you. I, I, I, I, I was on hold for 20 minutes and, you know, I cannot afford to be on hold that long, so that's why I've been traveling having problems paying it.
[AGENT][NEUTRAL] OK. I see, I mean, it looks like you made a payment on, um,
[AGENT][NEUTRAL] Excuse me, let's see.
[AGENT][NEUTRAL] I'm looking to see what we have here.
[AGENT][NEUTRAL] [PII], what was your um username?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII]
[AGENT][NEUTRAL] And then uh what was your username on the.
[CUSTOMER][NEUTRAL] Oh my username was hold on just one second.
[CUSTOMER][NEUTRAL] My username was um [PII].
[AGENT][NEUTRAL] OK. That's who made a payment on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So I need, but this is the time that I pay, so.
[AGENT][NEUTRAL] Um, and that was the.
[AGENT][POSITIVE] And that was the May premium. So June is the one that's outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] There's no way I can use that username again, right?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] When you get signed up.
[AGENT][NEUTRAL] You will be, uh, I mean we use your use your um email address.
[AGENT][NEUTRAL] But I can take a payment over the phone if you if by credit card if that's what you wanna do.
[CUSTOMER][NEGATIVE] Yes, yes, please, yes, because I want to have time. I don't wanna have this.
[CUSTOMER][NEUTRAL] Just, just take and make the payment.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] And when he comes back, I will have to sit with him and he will have to. The thing is that he's, he's a busy person, so sometimes he doesn't have time to sit here and wait on hold until somebody answers. Is there a way he can do it by by email or by letter or something?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] That he can authorize me?
[AGENT][NEUTRAL] Well, he would have to uh set up the account first.
[CUSTOMER][NEUTRAL] OK, OK. So I have to wait until he comes back.
[AGENT][NEUTRAL] So you want to make a credit card payment for the June invoice um in the amount?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 4 in June, yes.
[AGENT][NEUTRAL] In the amount of.
[AGENT][NEUTRAL] 29458.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can help you with that.
[AGENT][NEUTRAL] Just a moment, let me get everything entered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII]. I am
[AGENT][POSITIVE] Ready for the credit card number when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The credit card number is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, and uh.
[AGENT][NEUTRAL] Name on the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII]
[AGENT][NEUTRAL] It's the first name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] is the last name.
[CUSTOMER][POSITIVE] Correct. Correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And the expiration date on that card, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the zip code associated with that card, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK [PII], so today we're making a payment of 29458 on group 80099 for the June invoice 639-4142.
[AGENT][NEUTRAL] With the card ending in [PII].
[AGENT][NEUTRAL] Expiration [PII] with the code of [PII] and the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Uh, I'm sorry, I'm sorry.
[CUSTOMER][NEUTRAL] [PII]. Well.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See if it goes through, it's, I don't, I, I, I don't know which, which I was to have.
[AGENT][NEUTRAL] It did with the other one. I said the other one and it, it did send it through, so.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Yeah, because he has two addresses, and I don't know which one he has in that, I don't, you know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment. Now we'll give you the authorization ID.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that authorization ID is 133,550.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 550.
[AGENT][NEUTRAL] You said 133,550. Yes, ma'am.
[CUSTOMER][NEUTRAL] Authorization, OK.
[CUSTOMER][NEUTRAL] OK. I.
[CUSTOMER][NEUTRAL] Can, can I get a receipt of that?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Send it to my email.
[AGENT][POSITIVE] Well, let me get there. I do apologize.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Is that the
[AGENT][NEUTRAL] What, what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, a receipt has been sent. see if that.
[AGENT][NEUTRAL] Let me know if you, if you got that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][POSITIVE] Yes, I got it.
[AGENT][NEUTRAL] All right. [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. That's it. You've been very helpful. Thank you.
[AGENT][POSITIVE] All right. Well, thank you. Well, thank you. Thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] What