AccountId: 011433970860
ContactId: 2f016f29-725a-4107-a10f-13395b7f8dfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231339 ms
Total Talk Time (AGENT): 85332 ms
Total Talk Time (CUSTOMER): 65393 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/2f016f29-725a-4107-a10f-13395b7f8dfc_20250314T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] Hi, I'm good. How about you?
[CUSTOMER][POSITIVE] Doing good thank you. I've got uh someone on the line who is wanting to make a payment for a group um they're not the contacts or the admin uh but I do have all of the information.
[AGENT][NEUTRAL] Alright, give me one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sorry I have to log into this site to take that payment. Alright, what's that group number?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] It is 263-87.
[AGENT][NEUTRAL] Do you know the invoice number by chance?
[CUSTOMER][NEUTRAL] Yes, um, that is uh 638-332-8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's
[AGENT][NEUTRAL] Group 26387.
[AGENT][NEUTRAL] Invoice 6383328. OK, alright, I'm ready for what I'm sorry, what was their name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] 83 and the callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][POSITIVE] Awesome, OK, I'm ready for it whenever you are.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. I understand you're wanting to make a payment on the group's invoice?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] She gave me group number 26387.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. And how much were you wanting to pay today?
[CUSTOMER][NEUTRAL] I want to pay the full invoice $1,193.51.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] All right, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Alright, it's gonna be [PII].
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, once I get this processed, I will have an authorization number for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Sorry, it's running a little slow.
[CUSTOMER][POSITIVE] It's all good.
[AGENT][NEUTRAL] OK, come on now. All right, here we go. Oh, no, one more button to click. I apologize. But I click that last button.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] All right, here we go. I have 241.
[AGENT][NEUTRAL] 994.
[AGENT][NEUTRAL] Would you like me to send an email to our contact uh address on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] All right. Getting that right over to you. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][POSITIVE] No ma'am, that's it thank you so much.
[AGENT][POSITIVE] No problem. I hope you have a great uh weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You as well thank you alright bye.
[AGENT][POSITIVE] Thank you. Bye bye.