AccountId: 011433970860
ContactId: 2f868616-cf58-46b8-a5c4-5d78ca395ff7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203169 ms
Total Talk Time (AGENT): 77156 ms
Total Talk Time (CUSTOMER): 93556 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/2f868616-cf58-46b8-a5c4-5d78ca395ff7_20250204T16:01_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm well I don't know.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I got a late notice, um, for Dy Foods right after I got my latest invoice, so I sent a check yesterday for my January invoice, but, uh, there's one in December I apparently never received. So what I would like to do is, can I get this, put this on my card so we won't have to worry about the mail anymore because this is crazy.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. Um, Ms. [PII], can I get your group number, please?
[CUSTOMER][NEUTRAL] Sure it's 13149.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your last name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the um invoice number that you'd like to pay?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, let's see, I need to look it back up. Oh, the invoice number is 0006374012.
[AGENT][NEUTRAL] OK and then what's the amount you're going to pay today?
[CUSTOMER][NEUTRAL] Um, I'd like to pay, I believe each month is 165. 37.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then one quick verification, can you just give me the physical address of [PII]?
[CUSTOMER][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying the policy. It's gonna be a brief hold I'm gonna transfer you on over to group billing so that they can take that payment for you, OK? You have a blessed rest of your day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You do the same as [PII] alright bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got [PII] on the phone. She is with group number 13149.
[CUSTOMER][NEUTRAL] 13149.
[AGENT][NEUTRAL] And she's calling
[AGENT][NEUTRAL] Yeah, I verified her and she's calling to uh make a payment on invoice number 6374012.
[AGENT][NEUTRAL] In the amount of 165 37.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] And the number she's calling from is a good callback number.
[CUSTOMER][NEUTRAL] Alright let me get logged in real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, of course.
[CUSTOMER][NEUTRAL] Um, we should keep me logged in for longer than that. All right, you can send it to me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, thanks [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome bye.