AccountId: 011433970860
ContactId: 3d5ceece-fcfd-4c09-94df-1d2746af59d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259440 ms
Total Talk Time (AGENT): 112238 ms
Total Talk Time (CUSTOMER): 79158 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/3d5ceece-fcfd-4c09-94df-1d2746af59d7_20250602T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, hi, um, I'm having a hard time. I've never had this before. I can't log in to make the payment.
[AGENT][NEUTRAL] Yes ma'am, they have launched a new site for our online service center and there is a few bugs they're trying to work out and our IT department is working on it. They just haven't quite got it cleared up yet.
[CUSTOMER][NEUTRAL] Oh, OK, can I make a payment over the phone?
[AGENT][POSITIVE] Was there something I can help you with? Oh, absolutely.
[AGENT][NEUTRAL] Um, I would only be able to take a card though.
[CUSTOMER][NEUTRAL] Um, that's fine.
[AGENT][NEUTRAL] OK. All right, let's see here. What was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what is that group number?
[CUSTOMER][NEUTRAL] 231-26.
[AGENT][NEUTRAL] Alright, give me a second, let me pull that up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, just so I make sure I have the right account, would you give me the mailing address and phone number please?
[CUSTOMER][NEUTRAL] Um, [PII]. Email address is [PII].
[AGENT][NEUTRAL] And your phone number, a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so [PII], I don't have you down as a contact person. I wouldn't be able to give you kind of any information as to the amount of the bill. I can't apply it towards a bill if you were to give me that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe it's 231 26.
[CUSTOMER][NEUTRAL] Um, the bill is 700.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] Let me see here
[CUSTOMER][NEUTRAL] $735.90.
[AGENT][NEUTRAL] All right, let's see. 73,590.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Do you by chance have that invoice number?
[CUSTOMER][NEUTRAL] Um, invoice 639-0323.
[AGENT][NEUTRAL] Alright, OK, so it's a charge of $735.90. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Card it's issued to I don't know if you need the name.
[AGENT][NEUTRAL] No ma'am, just the card number.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oops, I put [PII] instead of [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, the security code?
[CUSTOMER][NEUTRAL] And 6.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code for that, the billing zip code for the card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Once I have that processed, I can give you an authorization number.
[AGENT][NEUTRAL] Darn, let me go back to that. I apologize. Let's see here.
[AGENT][NEUTRAL] 00 well.
[AGENT][NEUTRAL] I apologize, I clicked on the wrong thing so I'm having to go back. Let me see here. OK, so that was 73,590. Authorization number is 016.
[CUSTOMER][NEUTRAL] No, it depends.
[AGENT][NEUTRAL] 09 G as in gold.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with while we're on the phone?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] So our site should be up and running within 24 hours. They're just working out those glitches.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well you have a great day, [PII]. Thank you for giving the APL a call today.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] You too OK take care bye.
[AGENT][NEUTRAL] Mm bye bye.