AccountId: 011433970860
ContactId: 2dfce924-9eed-4e9f-a54c-182aac4e3e49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226759 ms
Total Talk Time (AGENT): 72134 ms
Total Talk Time (CUSTOMER): 98913 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/2dfce924-9eed-4e9f-a54c-182aac4e3e49_20250515T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got a third party on the line that would like to make a payment on behalf of a group.
[AGENT][NEUTRAL] OK, what's that group number?
[CUSTOMER][NEUTRAL] Group number 26,740.
[AGENT][NEUTRAL] OK, and did they give you other information like um the invoice number or anything?
[CUSTOMER][NEUTRAL] Yes, invoice number 6388696.
[CUSTOMER][NEUTRAL] Call backs the number on the um caller ID or whatever.
[AGENT][POSITIVE] Awesome, let's see, let me just get logged into the site real quick.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh if I could type.
[AGENT][NEUTRAL] Oh yeah, I remember my password this time I had to reset it yesterday.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, and what was the person's name? Did you grab that by chance?
[CUSTOMER][NEUTRAL] Yes, it was [PII], and I'll get her on the line do you and then I'll release her. Is that OK?
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] OK, yeah, absolutely, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, [PII], I've got [PII] on the line she's gonna take that payment for you.
[CUSTOMER][POSITIVE] All right, thank you, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi [PII]. Like she said, this is [PII] and billing. I understand you're wanting to make a payment on an invoice.
[CUSTOMER][NEUTRAL] Uh, yes, [PII], and I'm calling on behalf of our mutual customer and also I just want to let you know that this call will be recorded for quality and training purposes. Um, do you still need the invoice number, uh, [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She gave me 638-869-6.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and what's the amount you're wanting to pay?
[CUSTOMER][NEUTRAL] It's uh 1,209 dollars.7 cents.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] All right. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the last 2 numbers?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK and I just wanna verify the first four digits was [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just wanted to make sure of that and the expiration?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK, and the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for the card, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, as soon as I have that processed, I'll have an authorization number for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, the authorization number I have is 235173.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 235173, right?
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[AGENT][NEUTRAL] Oh, yes, ma'am.
[CUSTOMER][POSITIVE] Uh, [PII], would you, would you mind staying on the line since I got you, let me check if this is still an open invoice, but it seems to be that's it for me today, [PII], and still thank you for assisting me with this payment. Have a good one. Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Have a great day. Thanks for calling APO bye bye.
[CUSTOMER][NEUTRAL] Bye bye.