AccountId: 011433970860
ContactId: 26b6ba83-4605-469f-9820-3ff17d69d1e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501839 ms
Total Talk Time (AGENT): 256538 ms
Total Talk Time (CUSTOMER): 135211 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/26b6ba83-4605-469f-9820-3ff17d69d1e5_20250325T14:42_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Chase Roofing. How you doing?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm good um I was calling. I wanted to uh.
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm good. I was calling. I wanted to make a payment on a credit card for uh for invoice from March.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I could give you the group number when you're ready.
[AGENT][NEUTRAL] So you're wanting to make a credit card payment on the invoice? Uh, yes, I just want to verify that you're, you said that you were wanting to make a credit card payment for the group for the March invoices.
[CUSTOMER][POSITIVE] Yep, that's correct.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] OK, yes, well I can partially, [PII], what I'll need to do is to pull up the group's information, verify some things with you for security, and then I can get you connected with someone to actually process that payment for you, OK?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So what is your last name, please?
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][POSITIVE] Thank you. And your callback number?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][POSITIVE] Thank you and the group number?
[CUSTOMER][NEUTRAL] Is 247-47.
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so if you could just verify a couple of additional things for me on the group, please. What is the group's address and the primary contact name for the group?
[CUSTOMER][NEUTRAL] OK, the group's address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. And the contact's name for the group?
[CUSTOMER][NEUTRAL] And what else did you say you needed the email address?
[AGENT][NEUTRAL] The group, the group contact name and email.
[CUSTOMER][NEUTRAL] Uh, chase.
[CUSTOMER][NEUTRAL] Uh, yep, Chase Roofing and contracting.
[AGENT][NEUTRAL] Now, what is the contact for the group, the person's name that's the primary contact for the group?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I mean I call every month. This is the first time anybody's asked me that.
[AGENT][NEUTRAL] That's not that we have.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] I know [PII] doesn't work for the company anymore.
[AGENT][NEUTRAL] OK. What's [PII]'s last name?
[AGENT][NEUTRAL] OK, so then, OK, since you've not been out or whoever.
[CUSTOMER][NEUTRAL] I don't know, she's been, she hasn't worked for the company in like 2 years.
[AGENT][NEUTRAL] OK, so we definitely will need to, so let's just finish verifying the information and I'll give you the email address, [PII], so that y'all can send in to have this information updated, OK?
[CUSTOMER][NEUTRAL] Yeah, she hasn't
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so, um,
[AGENT][NEUTRAL] What is the email address that we should have on file for the group primary email?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] OK, thank you. And then the phone number that we have on file is also different than what you gave me. What should the primary number for the group be?
[CUSTOMER][NEUTRAL] Uh, I mean, I put the office phone number [PII].
[CUSTOMER][NEUTRAL] You could put that as the primary phone number?
[AGENT][NEUTRAL] OK, so we, so that's all of the information I need to verify. Let me give you the email address so that we, you can send that email or whomever will need to send requesting that we get the contact name updated.
[AGENT][NEUTRAL] And the phone number for the group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So whatever that needs to be.
[AGENT][NEUTRAL] But that needs to be sent to care team.
[CUSTOMER][NEUTRAL] Alright, what's the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the invoice number that you're paying on, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the invoice number is 6382829.
[AGENT][NEUTRAL] 6382829.
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Be pay.
[CUSTOMER][NEUTRAL] It's gonna be.
[CUSTOMER][NEUTRAL] 114767.
[AGENT][NEUTRAL] 14767.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, alright, well I will get you connected with someone who can process that payment for you and then if you'll send that email so we can get the all the contact information correct in the system. But before I do, is there anything else, [PII], I can help you with this morning?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Are you gonna you're connecting me to somebody, right?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're connecting me to somebody?
[AGENT][NEUTRAL] I am. I'm gonna give them the invoice number and let them know.
[AGENT][NEUTRAL] That is correct. I'm going to connect you with someone, give them the invoice number and let them know what you're doing, OK? And that you're sending that other email.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Alright well thank you again for calling have a great day one.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEGATIVE] I'm, I'm fine other than this phone system is about to drive me crazy today. It's, I guess it's my headset. I don't know. Nothing is different except I went on vacation and came back and now it's a problem.
[AGENT][NEUTRAL] Uh, can you hear me all right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I have a gentleman by the name of [PII] on the line to make a credit card payment for group number 24747.
[AGENT][NEUTRAL] For Chase Roofing and contracting.
[AGENT][NEUTRAL] And I have given him the email carry to send to the care team to have some of the the group contact name and phone number updated because he says the person that we have listed hasn't been with the company for a while.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so that he's gonna be doing that. The invoice that he's paying on is for March and it's 638.
[AGENT][NEUTRAL] 2829.
[AGENT][NEUTRAL] And the amount?
[AGENT][NEUTRAL] He says it's 11:47.67.
[CUSTOMER][NEUTRAL] 11, what did you say? 11.
[AGENT][NEUTRAL] 4047.67.
[CUSTOMER][NEUTRAL] 67.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For March.
[CUSTOMER][NEUTRAL] 11, 0 come on 114767. That is not what the invoice total is.
[AGENT][NEUTRAL] That's what he said.
[CUSTOMER][NEUTRAL] Um, OK, you can send them to me.
[AGENT][POSITIVE] OK alright well thank you so much have a good day.
[CUSTOMER][POSITIVE] You're welcome, you too.
[AGENT][POSITIVE] Alright thanks bye bye.
[CUSTOMER][NEUTRAL] This is