AccountId: 011433970860
ContactId: 1583a381-4978-4e24-bdb7-b3a9f5046496
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226020 ms
Total Talk Time (AGENT): 72105 ms
Total Talk Time (CUSTOMER): 86769 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/1583a381-4978-4e24-bdb7-b3a9f5046496_20250304T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good, uh, good afternoon, [PII]. This is [PII] with Chase Roofing. I wanted to make a payment, uh, over the phone.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] What is your group number?
[CUSTOMER][NEUTRAL] It is 247-47.
[AGENT][NEUTRAL] All right. Can you verify your mailing address and phone number for me, please?
[CUSTOMER][NEUTRAL] Sure, the mailing address is [PII].
[CUSTOMER][NEUTRAL] And the email is [PII]?
[AGENT][POSITIVE] All right, let's see, I have that. Just get into here so I can take that payment for you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, what amount were you wanting to pay?
[CUSTOMER][NEUTRAL] Um, I wanted to pay, uh, 1678 67.
[CUSTOMER][NEUTRAL] And that's uh to go towards invoice 638-0251?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] $1,678.67 to go towards invoice 6380251.
[CUSTOMER][POSITIVE] Yep, that's correct.
[AGENT][POSITIVE] All right. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Alright, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Expiration?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][POSITIVE] All right, I'll have that authorization number for you as soon as it processes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Would you like me to send in a receipt to the email address that we have?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, that authorization number is 088.
[AGENT][NEUTRAL] 01 G as in gold.
[CUSTOMER][NEUTRAL] Alright perfect and uh can you make a note that we're gonna mail we do this every month but we're gonna mail a check for the uh the remaining amount.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, sure, well, that's one of my groups that I process so I'll have that done for you. All right, I just sent that email over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I see on the invoice.
[CUSTOMER][NEUTRAL] OK, I see on the invoice it says that the uh the address changed to uh to mail the check.
[AGENT][NEUTRAL] Yes sir, it should be an [PII] address.
[CUSTOMER][NEUTRAL] Um, I just wanna make sure.
[CUSTOMER][NEUTRAL] OK, Ok [PII].
[AGENT][NEUTRAL] Yes, sir. I can send you a flyer that has that address if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] As long as it's like I'm looking at the invoice I just wanted to make sure the address on the invoice is where we're supposed to send it, but it sounds like uh it is so alright perfect we will get that in the mail this week alright perfect thank you I appreciate it.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir. We've changed our banks.
[AGENT][NEUTRAL] All right. Well, you should have that email soon.
[AGENT][POSITIVE] Thank you. You have a great week. Thanks for calling ATO.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][NEUTRAL] Mhm bye bye.