AccountId: 011433970860
ContactId: 212fedd8-9440-4d35-bcae-7f892a2d9152
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280489 ms
Total Talk Time (AGENT): 75926 ms
Total Talk Time (CUSTOMER): 111916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/212fedd8-9440-4d35-bcae-7f892a2d9152_20250108T22:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got uh [PII] on the phone and he's calling to make a payment for group number 16995.
[AGENT][NEUTRAL] 16995 and his name is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, give me one second. I just wanna pull up that invoice and then you can.
[CUSTOMER][NEUTRAL] And I've got the invoice number if you'd like that.
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Yes ma'am, it is 637-684-3 and he's paying the amount of 1, I'm $61.67.
[AGENT][NEUTRAL] OK, all right, you can go ahead and send him over.
[CUSTOMER][POSITIVE] OK, thank you, [PII] have a good rest of your night.
[AGENT][POSITIVE] You too, thank you.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I understand you're calling to make a payment on the January invoice for 1761-67. Is that correct?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, alright, I'm just getting that screen pulled up so I can take that payment. Just give me one second.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] No problem and sorry, may I have your name again just let me know.
[AGENT][NEUTRAL] Yeah, [PII]
[CUSTOMER][POSITIVE] [PII], perfect.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Almost ready, just getting some information entered in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, I'm ready for that card number.
[CUSTOMER][POSITIVE] Perfect and ma'am there is no additional fees, right?
[AGENT][NEUTRAL] No, no, no additional fee.
[CUSTOMER][POSITIVE] Thank you so much. Card number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] I'm sorry, no.
[CUSTOMER][NEUTRAL] After the [PII] is [PII] sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and that's the expiration date and the security code.
[CUSTOMER][NEUTRAL] Expiration date is [PII].
[CUSTOMER][NEUTRAL] And expiration date, I'm sorry, uh, security code is [PII].
[AGENT][NEUTRAL] All right. And last thing I need is the zip code attached to the card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and would you like a copy of this receipt emailed to you or did you just want a confirmation number over the phone?
[CUSTOMER][NEUTRAL] Yeah, the confirmation over the phone it's OK.
[AGENT][NEUTRAL] Alright, go ahead and submit that payment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, one second on the confirmation number.
[CUSTOMER][NEUTRAL] I know that's about yeah I'm I'm.
[AGENT][NEUTRAL] Alright, confirmation number is 852-717.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Perfect. Got it. Well, thank you so much. We appreciate it. You're awesome.
[AGENT][POSITIVE] No problem, [PII]. It's been a pleasure. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] All right, you have a great rest of your night. Thank you.
[CUSTOMER][POSITIVE] Thank you you too bye bye.