AccountId: 011433970860
ContactId: 253fbd98-d9c8-4ac0-b457-2b74409f539a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317750 ms
Total Talk Time (AGENT): 104840 ms
Total Talk Time (CUSTOMER): 120053 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/253fbd98-d9c8-4ac0-b457-2b74409f539a_20250623T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. How are you doing? This is [PII] from Claims. I have group number 27089 on the line. They're trying to make a payment with a credit card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, I got the person on the line she's she's ready to be transferred.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Here she comes, thank you very much.
[AGENT][POSITIVE] Thanks
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII] calling from ARA Food Corporation. I don't know what information do you need because I want to pay with American Express card. Let's say the invoice that belongs to [PII].
[AGENT][POSITIVE] OK, I can help you with that. Let me get it all entered real quick and I'll be happy to take that payment for you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I've got the invoice amount of if my computer will work um.
[CUSTOMER][NEUTRAL] 6380 and 15 cents.
[AGENT][NEUTRAL] Uh, I see where there was a termination on the invoice, so it needs to be.
[CUSTOMER][NEUTRAL] Yes, correct. So that, that's uh, yeah, this, uh, of [PII], yeah, yeah, yeah, so the total amount is going to be 6,275 66 cents.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It'll be
[AGENT][NEUTRAL] Yes, ma'am. Let me, um, let me fix that real quick. Hang on one second, OK?
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, no problem.
[AGENT][NEUTRAL] My computer will.
[AGENT][NEUTRAL] Um, cooperate.
[AGENT][NEUTRAL] A monk Peter.
[AGENT][NEGATIVE] It does not want to be fast today.
[CUSTOMER][NEGATIVE] Yeah, sometimes get slow, it doesn't help to us.
[AGENT][NEUTRAL] It's still on weekend time.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] They want to continue with the weekend.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, let's get that fixed.
[AGENT][POSITIVE] Alrighty, OK.
[AGENT][NEUTRAL] Oops
[AGENT][NEGATIVE] My fingers don't wanna work either.
[AGENT][POSITIVE] All righty. I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, let me give you the card number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII] without the H. [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, the expiration date?
[CUSTOMER][NEUTRAL] DE.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII] excuse me.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And I'm gonna send that confirmation number to [PII]'s email that we have on file.
[CUSTOMER][NEUTRAL] It's OK and it's possible to send to my email too just to keep a copy?
[AGENT][NEUTRAL] Um, we, uh, I can only send it to, um, her email because that's the only one we have on file.
[CUSTOMER][NEUTRAL] OK, and may I have the confirmation number when you finish all the process just to be sure that I just process the payment that's it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, bear with me. Let me get that number for you.
[CUSTOMER][POSITIVE] Really appreciate it.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, that confirmation number is 246.
[CUSTOMER][NEUTRAL] 246 mhm.
[AGENT][NEUTRAL] 993 2.
[CUSTOMER][NEUTRAL] 246 9.
[AGENT][NEUTRAL] Yes, 32.
[CUSTOMER][POSITIVE] 32, OK. 246-932. Perfect.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Well, that's it. Thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, no, that's it thank you so much for your help I appreciate it.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.