AccountId: 011433970860
ContactId: 28431896-fa21-47f6-8cf3-09a6802cd270
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 763869 ms
Total Talk Time (AGENT): 267087 ms
Total Talk Time (CUSTOMER): 152857 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/28431896-fa21-47f6-8cf3-09a6802cd270_20250203T13:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII] in good billing. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII], this is [PII]. How are you doing this morning?
[AGENT][POSITIVE] I'm doing fine. How are you? Thank you for asking.
[CUSTOMER][NEUTRAL] Oh, doing good, yeah, doing good, doing good. Hey, I have a group leader on the line, [PII]. She's wanting to pay some premium billing or something. I'm not quite sure, but her name is [PII] and she said that their group number is 24349.
[CUSTOMER][NEUTRAL] Does that help?
[AGENT][NEUTRAL] 243-49. Yes, sir.
[CUSTOMER][NEUTRAL] That's what she said. Her name is [PII] said she's the group lead.
[CUSTOMER][NEUTRAL] Let me give you this return call number in case something happens. It's [PII], yeah [PII] and she's on my line.
[AGENT][NEUTRAL] Yes, that's what I was just gonna ask.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'll see what I can do. And she wants to pay premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what she's saying. Her name is [PII]
[AGENT][POSITIVE] All right. Thank you so much.
[CUSTOMER][POSITIVE] All righty. Have a great day, girl.
[AGENT][POSITIVE] You as well. Thank you.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in group billing. Um, Lafay said that you are wanting to make a payment on your group.
[CUSTOMER][NEUTRAL] Yes, I am with a credit card.
[AGENT][NEUTRAL] And the good, and the good callback number is [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, hold on just a moment, let me see what we have.
[AGENT][NEUTRAL] And that group number is 234, I mean 24349.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, cider.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I probably.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, why aren't you working?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] and uh
[AGENT][POSITIVE] I do apologize that I just wanna make sure we get everything and see what we got.
[CUSTOMER][POSITIVE] Oh thank you for your help.
[AGENT][POSITIVE] No problem. Thank you for your patience.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I do apologize, but I'm just trying to make sure because.
[AGENT][NEUTRAL] I'm not showing an invoice out there so.
[CUSTOMER][NEUTRAL] Can I give you the number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But it's not showing on the online service center is what I'm saying. So what is that invoice number?
[CUSTOMER][NEUTRAL] 6380185
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] How
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] watching one now.
[AGENT][NEUTRAL] I do apologize. I, I just don't, um, I mean on my online service center it's not showing any invoices so.
[CUSTOMER][NEUTRAL] Can you find the you found it as a as a
[CUSTOMER][NEUTRAL] Company, right?
[AGENT][NEUTRAL] Oh, I've got you. I mean, I'm just saying I'm just trying to make sure that there's invoices that are due, um.
[CUSTOMER][NEUTRAL] Do you see prior payments history?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Well, it could be user error. Hold on just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's my bad. I'm sorry.
[AGENT][NEGATIVE] I did have it and I kept keying in the wrong thing.
[CUSTOMER][NEUTRAL] No, it's OK.
[CUSTOMER][POSITIVE] Thank you though. I appreciate you.
[AGENT][MIXED] Oh [PII]. It's been a morning already. It's not good. Um, but thank you for your patience. Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] OK, so you're wanting to pay your, um, February invoice.
[AGENT][NEUTRAL] 636380185.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 4:15.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get all that information in now that I've got you pulled up.
[AGENT][NEUTRAL] And that is the MD distribution distributing Inc.
[AGENT][NEUTRAL] Doing business as, OK.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Pharma mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I didn't know to um Zaa, um.
[AGENT][NEUTRAL] I didn't know if you knew that y'all can pay pay this online too if that's something that y'all might wanna do as well.
[CUSTOMER][NEUTRAL] can we use the credit card online?
[AGENT][NEUTRAL] Oh no, not yet. We're working on that, but
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh you guys are working on it? Nice, OK.
[AGENT][NEUTRAL] I don't think we're working. I think they're talking about doing that, so, um.
[AGENT][NEUTRAL] Make sure I got all my information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you want to make a payment of 4 1559 on your February uh invoice. So now I am ready for that credit card and I do apologize for all the delay.
[CUSTOMER][NEUTRAL] That's OK, yeah, we, we, you got it. It's um credit, it's [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna repeat this.
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, and the expiration date, please.
[CUSTOMER][NEUTRAL] Yeah, I'm here, I'm here. Do you need the expiration is [PII]?
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] In the code.
[CUSTOMER][NEUTRAL] [PII] 32 67.
[AGENT][NEUTRAL] And the zip code associated with that card, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so we're again we're making a payment of 41559 on the February invoice 6380185.
[AGENT][NEUTRAL] With the card ending in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Expiration [PII]. Code is [PII], and the zip code is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alright, thank you so much, you hold on just one moment, we will get that.
[AGENT][NEUTRAL] Authorization ID for you.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So that authorization ID is 243499.
[CUSTOMER][POSITIVE] Perfect, got it.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That's all, thank you very much.
[AGENT][POSITIVE] All right, well thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you OK bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.