AccountId: 011433970860
ContactId: 3d6be798-1e8c-45c5-9b15-5afbdfa02980
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81660 ms
Total Talk Time (AGENT): 32777 ms
Total Talk Time (CUSTOMER): 39654 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/3d6be798-1e8c-45c5-9b15-5afbdfa02980_20250624T17:01_UTC.wav
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[AGENT][NEUTRAL] Good morning. I'm sorry, good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling you from, um, Decoscape, and we need to make a payment. Do you have like, uh, on the website a way that I can make a payment without having to log in?
[AGENT][NEUTRAL] Uh, no, ma'am. Uh, in order to make a payment online, you will have to set up on our online service center.
[AGENT][NEUTRAL] But you can either.
[CUSTOMER][NEUTRAL] Set up the online service.
[AGENT][NEUTRAL] Yes ma'am, they do take payments over the phone, uh, by credit card.
[CUSTOMER][NEUTRAL] No, no, no, um.
[CUSTOMER][NEUTRAL] Do they charge a fee for that?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK. Um, so they take payment over the phone with the credit card, but, uh, what about with the bank information, no?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] That is through the online service center. if you set up on the online service center and have it to where you can put in the banking information and pay it from there.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Yeah, I believe, yeah, I believe they already did that, but she's not here right now to confirm. But I'll call you back when she comes back to the office. I thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.