AccountId: 011433970860
ContactId: 20f23ea7-16f2-4004-a3cc-ed6ab71d998f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233210 ms
Total Talk Time (AGENT): 91280 ms
Total Talk Time (CUSTOMER): 75268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/20f23ea7-16f2-4004-a3cc-ed6ab71d998f_20241230T18:01_UTC.wav
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[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, it's [PII] and [PII] again. We, uh, needed to speak to the billing department so we can pay the December invoice for 3 sync.
[AGENT][NEUTRAL] Yeah, did y'all get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, we just had to get a different card. We had to get a credit card. I.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK got you alrighty give me just a moment let me get that pulled up again.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I apologize one last time if you would uh verify the address for the business please.
[CUSTOMER][NEUTRAL] Um, yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. OK, and then uh that callback number.
[AGENT][NEUTRAL] Let's see, was that the [PII]?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] You got it.
[AGENT][POSITIVE] Alright thank you one moment I'm gonna get you back on that hold and I'll get you back over to them.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing fine [PII] how are you? Thank you for asking.
[AGENT][POSITIVE] Doing well thank you yeah it's been crazy time of year.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh, I've got, um, so they just called earlier, um, it's a group admin and the agent are both on the line um they tried making a payment earlier I tried uh transferring them and I guess they had a they needed to call back with the correct card uh so they're back now trying to make the payment for an invoice.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] It is 267-82 and I said initially the payment was reversed um so I guess I needed to just make it over the phone.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. And you verified everything?
[AGENT][NEUTRAL] Yes, and it's um [PII] the agent and [PII] are both on the line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you can send them on. I will see what I can do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, did you need the invoice number?
[CUSTOMER][NEUTRAL] Um, they're trying to pay the January invoice?
[AGENT][NEUTRAL] Um, it's 637-639-2. I think it's December's.
[CUSTOMER][NEUTRAL] Uh, the December it's already been paid and they can't pay it again, so over the, um, on the online service, so I can help them with that. That's not a problem.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you alright well thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And you've got a good call back number?
[AGENT][NEUTRAL] Yes, it is uh [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you so much. And you said you got married and the agent on the phone?
[AGENT][NEUTRAL] Right, [PII] and [PII] are both on the on the line.
[CUSTOMER][POSITIVE] OK, I can help him with that. Thank you, dear.
[AGENT][POSITIVE] All right, thank you, bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.