AccountId: 011433970860
ContactId: 180a9fdc-d6a8-47da-b2be-cc52bd657a65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310480 ms
Total Talk Time (AGENT): 76790 ms
Total Talk Time (CUSTOMER): 79149 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/180a9fdc-d6a8-47da-b2be-cc52bd657a65_20250211T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. How are you doing? This is [PII] from Claims. Um, I have group number 264, I'm sorry, 26844 on the line.
[CUSTOMER][NEUTRAL] The person on the phone name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he's calling to make a payment over the phone. Is, is that possible? Can you, can you assist him with that?
[AGENT][NEUTRAL] Yeah, you can send them to me.
[CUSTOMER][NEUTRAL] Sure, here and know who's gonna be transferred. Here she comes. Thank you.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello. Hi, my name is [PII]. I'm calling from Puerto Vijo Wines in [PII]. I just wanna make a payment.
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] All right, I can assist you with that. Let me get it all pulled up real quick.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, give me a second, let me get it all pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what invoice are you wanting to pay?
[CUSTOMER][NEGATIVE] I haven't received the invoice. That's the problem. The account is new.
[CUSTOMER][NEUTRAL] The group number is 26844.
[AGENT][NEUTRAL] OK, and what invoice are you wanting to pay?
[CUSTOMER][NEUTRAL] I have, I don't have the invoice.
[CUSTOMER][NEUTRAL] I mean, I, I just wanna pay for February.
[AGENT][POSITIVE] OK. Um, you do know that the December is still outstanding?
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][POSITIVE] It looks like the December invoice is still outstanding.
[CUSTOMER][NEUTRAL] That's not possible. Let me see.
[AGENT][POSITIVE] I do apologize. It was actually paid by card.
[AGENT][NEUTRAL] Please disregard what I just said. Alright, let me get it all entered. I have the total.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, for February in the amount of
[AGENT][NEUTRAL] Come on, [PII].
[AGENT][NEUTRAL] $473.84.
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][POSITIVE] All righty. I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK, the number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, [PII], I'm gonna send this confirmation number to the email address that we have on file.
[AGENT][NEUTRAL] All righty. That's been [PII].
[CUSTOMER][NEUTRAL] Which one do you have?
[CUSTOMER][POSITIVE] Yeah, that, that one. Yeah, that's correct.
[AGENT][POSITIVE] All right, I've processed that payment and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][POSITIVE] Alright, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye.