AccountId: 011433970860
ContactId: 31fed607-f3fc-4fe5-813a-bf5b89953c3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347000 ms
Total Talk Time (AGENT): 89765 ms
Total Talk Time (CUSTOMER): 93187 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/31fed607-f3fc-4fe5-813a-bf5b89953c3e_20250409T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing great, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Doing all right so far, thank you. Um, I've got, uh, [PII] with [PII], uh, trying to make a payment for a group.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] OK, sure, I'll be glad to have you. Did, did you get the quote number or anything if you did not sign on it.
[CUSTOMER][NEUTRAL] Yes, that is uh.
[CUSTOMER][NEUTRAL] Yeah, that group number is 21252.
[AGENT][POSITIVE] OK. All right. Thanks, [PII]. I'll be glad to help him. Thank you.
[CUSTOMER][NEUTRAL] Of course, alright, do you want that uh the invoice number or anything?
[AGENT][POSITIVE] Yes, if you have it I can.
[CUSTOMER][NEUTRAL] Absolutely, um, that's.
[AGENT][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Yes, uh 638-492-9.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 638-492-9 did you get a callback number here or do I need to get that?
[CUSTOMER][NEUTRAL] Yes, yes, that is uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, [PII], thank you so much for sending to me. You have a great day, OK?
[CUSTOMER][POSITIVE] Alright, thanks [PII] you too thanks bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Morning [PII]. This is [PII] in the group billing department. How are you doing today?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm good. Um, I'm calling to make a payment.
[AGENT][NEUTRAL] Sure I can help you with that. And it's for you're making a payment for 21252, and I've got the invoice number is 6384929. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, and that should be 53 50 25.
[AGENT][NEUTRAL] OK, give me one moment, let me get my stuff pulled up. [PII], bear with me just a moment please.
[AGENT][NEUTRAL] So we're gonna pay the full amount of the 53 0 25, correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] [PII], I'm here. I'm sorry, I'm having a little bit of trouble with my computer. Bear with me just a moment. I apologize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Uh, there's not going to be any fee, right?
[AGENT][NEUTRAL] No, sir, there's not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] H
[AGENT][NEUTRAL] How much for that
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, I'm ready for that card, [PII].
[CUSTOMER][NEUTRAL] Thank you. Well, I have the card number [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The expiration is [PII]. And do you need that uh code on the back?
[AGENT][NEUTRAL] Yes, please. Let me get the 3 digit security code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the um the zip code please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, let me get you get the confirmation number. Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, I've got that number for you when you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it's gonna be um 036617.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you have a wonderful day, [PII].
[AGENT][NEUTRAL] You too, [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] That would be it thank you.
[AGENT][POSITIVE] All right. You're welcome. Thanks for calling APL. I hope you enjoy the rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.