AccountId: 011433970860
ContactId: 36dd424e-3eb8-4d10-84ab-7f30a0900dc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276959 ms
Total Talk Time (AGENT): 106769 ms
Total Talk Time (CUSTOMER): 105940 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/36dd424e-3eb8-4d10-84ab-7f30a0900dc3_20250604T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Ms. [PII] on the phone. She is with Group 25757 Real Water Sports.
[AGENT][NEUTRAL] Say that, say the group number one more time.
[CUSTOMER][NEUTRAL] She wants to
[CUSTOMER][NEUTRAL] Yes, it's 257-57.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She wants to pay her invoice over the phone. She's been trying to use the OSC is a little frustrated, but she wants to go ahead and pay over the phone today.
[AGENT][NEUTRAL] Does she know that she can only pay with a debit card or credit card?
[CUSTOMER][NEUTRAL] I just told her she could pay over the phone today.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] She said we have our banking information and I just let her know that we can't run it automatically for her through the online service center and but if she wanted to pay today over the phone she could.
[AGENT][NEUTRAL] OK. Well, we do not take, um, we, we can't do the
[AGENT][NEUTRAL] Routing number, bank account. It's gotta be a debit card or credit card, but you can send it to me and I'll let her know.
[CUSTOMER][NEUTRAL] OK, thanks [PII]. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Um, hi, yes, I'd like to see if you can run the charge on our account. Um, can't get in. There's problems with our log in because of the IT updates, so they said that I should be able to talk to somebody and just pay.
[AGENT][POSITIVE] All righty. Let me take a look at that for you real quick.
[AGENT][NEUTRAL] OK, it doesn't look like the account has been finished setting up on our end or hasn't been finished.
[AGENT][NEUTRAL] Registered, um, OK, so with paying over the phone we can only do credit card or debit card we cannot do bank account um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At this time.
[CUSTOMER][NEUTRAL] OK, because of like you don't charge us for like a credit card fee.
[AGENT][NEUTRAL] Debit card or credit card? No, ma'am, not at this moment.
[CUSTOMER][POSITIVE] OK good alright let's roll with OK we will use.
[CUSTOMER][NEUTRAL] Alright, let's see I've got an American Express. You ready?
[AGENT][NEUTRAL] What invoice number are you using? I mean what invoice are you paying for?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is invoice 0006390855.
[AGENT][NEUTRAL] In the amount.
[CUSTOMER][NEUTRAL] And the total is 487 487.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, let me get that over here. I'm on.
[AGENT][NEUTRAL] My fingers.
[AGENT][NEGATIVE] Not gonna work today
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK um.
[AGENT][NEUTRAL] Alright, let me enter it here is.
[AGENT][NEUTRAL] That's fair.
[AGENT][POSITIVE] All righty, [PII], I'm ready for the card number.
[CUSTOMER][NEUTRAL] OK, it is American Express [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Spell that last name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, OK. It's easy enough. Expiration date?
[CUSTOMER][NEUTRAL] Yeah, um, it is [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII] 0 yeah [PII] yep.
[AGENT][NEUTRAL] OK, and the zip code, uh, yeah, the zip code?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Alrighty, I'm gonna send this confirmation number to the email address that we have on file which is yours.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Get that processed.
[AGENT][POSITIVE] Alrighty, [PII], that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That should do it thank you very much I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling um APL and you have a good day.
[CUSTOMER][POSITIVE] All right thanks you too OK bye.
[AGENT][POSITIVE] Thanks, bye.