AccountId: 011433970860
ContactId: 39a3203c-4fe0-4c5d-ab1a-fea63b979141
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 749400 ms
Total Talk Time (AGENT): 329308 ms
Total Talk Time (CUSTOMER): 231800 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/39a3203c-4fe0-4c5d-ab1a-fea63b979141_20250523T17:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How are you?
[CUSTOMER][POSITIVE] Doing good, ready for this long weekend.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Well, I've got a uh group admin on the line who's just wanting to make a payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what is that group number?
[CUSTOMER][NEUTRAL] It is 80056.
[AGENT][NEUTRAL] And his name?
[CUSTOMER][NEUTRAL] Uh, we're speaking with, uh, [PII].
[AGENT][POSITIVE] And a good callback number for [PII].
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] or [PII].
[CUSTOMER][NEUTRAL] [PII], yes. And uh her extension.
[AGENT][NEUTRAL] [PII]. I wrote it down right, just said it wrong.
[CUSTOMER][NEUTRAL] OK, um, her extension is [PII].
[AGENT][NEUTRAL] OK, let's see what we have.
[AGENT][POSITIVE] If I can get my fingers to work in here, we're gonna get it straight. You've got [PII] on the phone who's wanting to make a payment on.
[AGENT][NEUTRAL] Group 80056.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, I can help her with that. Did she say which invoice she wanted to?
[CUSTOMER][NEUTRAL] She did not. I'm sorry.
[AGENT][NEUTRAL] OK, that's fine, that's fine. I just wanna make sure and she's been fully verified. Is that correct? All right.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yes, absolutely.
[AGENT][POSITIVE] Thank you, love. Just send her on and we'll take care of her.
[CUSTOMER][POSITIVE] All right thank you have a great weekend.
[AGENT][POSITIVE] All right. You as well. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. Um, I understand a good callback number for you is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes it is mhm.
[AGENT][POSITIVE] OK, thank you so much. And that extension is [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and you're wanting to pay, make a payment on group 80056. Is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] All right, and that is your May.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah it's 816 with the 92 cents.
[AGENT][NEUTRAL] OK, just a moment. I had that up. Let me see where my stuff is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And we will get you taken care of.
[AGENT][NEUTRAL] There it is.
[AGENT][POSITIVE] And I got a lot and I do apologize. I thank you for being patient.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] You're looking forward to a long weekend?
[CUSTOMER][POSITIVE] Oh, yes, I really am.
[CUSTOMER][POSITIVE] And I hope hope it's very peaceful, fun, peaceful.
[AGENT][POSITIVE] Yes, I hope so too.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh yeah, it's like, oh my God, I think we need, we, I need, I think we actually need one of those weekends every month.
[AGENT][POSITIVE] Uh, that would be awesome, wouldn't it?
[CUSTOMER][POSITIVE] I think a lot of people will be so happy and the people will work even happier.
[AGENT][NEUTRAL] Uh, that's, that sounds like.
[AGENT][POSITIVE] A good deal to me.
[CUSTOMER][NEUTRAL] Yeah, we should, you know, we should bring it up to Congress to see if they go through with it. I doubt it, but.
[AGENT][NEUTRAL] Well, well, you know, you never know. Stranger things have happened.
[CUSTOMER][NEUTRAL] You never know you never know.
[CUSTOMER][NEUTRAL] Yeah mhm.
[CUSTOMER][POSITIVE] Oh yeah, mhm. That's very true.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Hold on just a moment, let me get that up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And that's Pilar Services, right?
[CUSTOMER][POSITIVE] Correct, yes, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll make sure, like I said, I get my ducks in a row.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEGATIVE] But at least now we're on the downhill slide just about.
[CUSTOMER][NEUTRAL] Yep, that's true.
[AGENT][NEUTRAL] Of the day.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, I know, no, yeah.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm let me see.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And let me see me.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Here we go. [PII]. All right, Ms. [PII], I am ready for that card number, please.
[CUSTOMER][NEUTRAL] OK, and let me ask you a question, can you keep it on file?
[AGENT][NEGATIVE] No, ma'am. [PII] and we hadn't got that opportunity. No, ma'am.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, OK, that's OK. OK, you ready? That's OK. OK, it's gonna be, uh-huh.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] And you do know that you.
[AGENT][NEUTRAL] I was gonna say you're able to pay online, except you can't use a credit card, but you can pay online and that is kept captured.
[CUSTOMER][NEUTRAL] Yeah, that's what I know, yeah.
[CUSTOMER][POSITIVE] Yeah, yeah, but I'd rather, you know what, I'd rather pay you with my Amex because I don't, I don't have to wait for the end, you know, so I just pay for it and I don't have to worry. I'm trying to pay everything through my Amex.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][POSITIVE] Cause it's for me and my end it's faster, trust me, it's much faster when I do it that way.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Really? I haven't had any problems.
[CUSTOMER][POSITIVE] So it gives me time, it gives me time then.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] With this, with ours.
[CUSTOMER][NEUTRAL] Yeah, but for me I don't know why.
[CUSTOMER][POSITIVE] Yeah, with, I don't know why for me it's faster because on our end I have to put everything in a in in different programs. So for me it's like faster like that and I just pay everything in Amex, so I don't have to worry. OK, let me, where, where do I pay with this or did I pay with, so I have everything set up in that way. So if me is just one account and that's it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Gotcha. I understand. I just wanted to let you know that that was available just in case.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][POSITIVE] Yeah, no, we even actually I know we have to log, we have to log in and everything. We do have that set up, but I call once and I'm like they told me I could pay and I'm like I could pay with I'm like, oh, don't worry about it. I said exactly that's gonna be the fastest way for me then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me know when you're ready.
[AGENT][POSITIVE] I am ready.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna repeat that. So that's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] The name of the call it's under Walter Obamamaal and PR Services Inc.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the last
[CUSTOMER][NEUTRAL] Let me spell his last name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the code on the back?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] Today we're making a payment of 81692.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] On invoice 6388989.
[AGENT][NEUTRAL] And with the card ending in [PII].
[AGENT][NEUTRAL] Expiration is [PII].
[AGENT][NEUTRAL] The card um code is [PII] and the zip code is [PII].
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] Alright, if you hold on just one moment, we're gonna get that authorization for you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well.
[AGENT][NEUTRAL] Oh, no wonder. Today, I mean today, so why did it go all the way back?
[AGENT][NEUTRAL] I'm talking to myself and I do apologize. I wanna make sure I got the right information because I didn't see it and I was like, wait a minute.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] Uh, because I knew it said it took it.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So that's happened to me before. I don't know why I didn't realize that. So that authorization ID Ms. [PII] is 289,680.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 80 perfect 289-680.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. OK, great. OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else that I can do for you today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your help and happy, happy, uh, long weekend.
[AGENT][POSITIVE] You as well. Thank you for calling APL.
[AGENT][NEUTRAL] Be safe.
[CUSTOMER][POSITIVE] Thanks have a good day bye bye. You too, likewise bye bye, enjoy.
[AGENT][POSITIVE] You too. Thank you. Bye. Bye-bye. Thank you.