AccountId: 011433970860
ContactId: 2fa0eb66-651d-41a5-b3ed-4614738620d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443260 ms
Total Talk Time (AGENT): 103022 ms
Total Talk Time (CUSTOMER): 184630 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2fa0eb66-651d-41a5-b3ed-4614738620d6_20250611T15:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. I'm calling because I need to pay my bill and I'm not able to do it um online. I'm having trouble doing that so I would like you to please uh process my payment.
[AGENT][NEUTRAL] OK, is it a group payment, like an invoice?
[CUSTOMER][POSITIVE] Yes, a good thing, there's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK. My name is uh [PII] The phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the group number?
[CUSTOMER][NEUTRAL] No, I don't, but I, it's the name of my company is, I can give it to you. It's G as in George, J as in John, P as in Paul, J as in John, Holdings, LLC.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have the invoice number?
[CUSTOMER][NEUTRAL] No, it's just this month for just a second, let me see if I can see um on my email. Hold on.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 527.
[CUSTOMER][NEGATIVE] No, they don't give me an invoice number. It says invoice notice, but then when I click, I cannot get into the system, so I cannot see it, and it's uh for 4, 421, 471, something like that.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And, and usually, I don't know if you have another phone number for me, it's [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you find the name of the company?
[AGENT][NEUTRAL] I'm OK, one moment.
[AGENT][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] Yeah, I'm traveling overseas and for some reason I'm not able to get through, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, the, the letters you gave me, um, JGBG, are they all together separated or not?
[CUSTOMER][NEUTRAL] All together G J P J Holdings.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] G J P J
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Holdings.
[AGENT][NEUTRAL] OK, I think it's.
[AGENT][NEUTRAL] 21
[AGENT][NEUTRAL] Yeah, let's put it separate OK um.
[AGENT][NEUTRAL] Can you verify the mailing address on file and the email address on file?
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and the mailing address?
[CUSTOMER][NEUTRAL] And what else?
[CUSTOMER][NEUTRAL] Um, I think you, I think, I don't know if I have changed it, but you have [PII]. Is that the one you have?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, it's different.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Uh, is it in [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I just want to know which one, OK, so it's uh [PII].
[AGENT][NEUTRAL] OK, thank you. All right, um, so you say you're having troubles getting into the website to pay it and you wanna just go ahead and pay it today over the phone, is that correct?
[CUSTOMER][POSITIVE] Yes. Yes, please. Yes.
[AGENT][NEUTRAL] OK, let me go ahead and get you to the billing department so they can take the payment for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and it's gonna be for this month, correct? for the month of June?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, all right, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[AGENT][POSITIVE] Hi [PII], good morning. How are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm good thank you. I have a group in the line that would like to make a payment over the phone.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] It's 25085.
[CUSTOMER][NEUTRAL] GJPJ Holdings.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, uh, let me get the credit card thing pulled up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEGATIVE] Fingers. I'm pretty sure that's not the right password.
[CUSTOMER][POSITIVE] Oh, it is. OK, good.
[CUSTOMER][POSITIVE] Alrighty you can send them to me.
[AGENT][POSITIVE] OK, thank you. Here she comes.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You do too.
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] All righty. Like I said, my name is [PII] and I'll
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Be assisting you with that credit card payment. Let me get all that pulled up. You're wanting to pay the June invoice, is that correct? Yeah, but you have, you have uh an account for me online there. So whatever you have there for me, I would like to use that account.
[CUSTOMER][NEUTRAL] Um, we can only take debit card or credit card over the phone.
[CUSTOMER][NEUTRAL] Oh, OK. It's the same, it's the same card, this is my bank card, or the number that you have there? It's an ACH number.
[CUSTOMER][NEUTRAL] Right, we can't take bank it we can't take routing number, bank account number. It can only be a debit card or a credit card.
[CUSTOMER][NEUTRAL] OK. Now, let me just check and see here. Do you have a debit card for us?