AccountId: 011433970860
ContactId: 3fed7355-50a6-4641-bfe9-8f18e777db27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 857150 ms
Total Talk Time (AGENT): 409707 ms
Total Talk Time (CUSTOMER): 169584 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/3fed7355-50a6-4641-bfe9-8f18e777db27_20250528T18:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I've got Miss [PII] on the phone. She is with group number 27055 Leock excavating. I know I just tongue twisted that, but.
[CUSTOMER][NEUTRAL] Anyway, she is calling um because she wants to pay her invoice and she's not sure.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] What the invoice number is or the amount.
[AGENT][NEUTRAL] OK, I can help her with that. Um, you said 27055?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what's a good call back number for her, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and that's [PII] and you have [PII] on the phone, she's wanting to pay um her invoices.
[AGENT][NEUTRAL] Is that correct? All right. Send her on. Uh-huh. She wasn't.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, she wasn't sure.
[CUSTOMER][NEUTRAL] What number or how much she right but she said she just wanna get it paid.
[AGENT][POSITIVE] OK. I can help her with that and, and she, that's not a problem and
[AGENT][NEUTRAL] Maybe she'll be able to do it online.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] Yes, hopefully soon, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, dear. Thank you.
[CUSTOMER][POSITIVE] All right. I'm gonna go ahead and let her go then. You're welcome, Ms. [PII]. Bye-bye.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. I understand that um a good callback number is [PII] and that you're calling on group 27055, is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] All right. Thank you so much. And let's see.
[AGENT][NEUTRAL] And [PII] said that you are wanting to get the invoices paid, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I show um.
[AGENT][NEUTRAL] Let's see, can you verify the address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and can you verify the email address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] Thank you so much. And I do see that we have [PII] as our contact. um let's see, and I do recall, hold on just a moment. Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, just a moment. Let me see what I have on here.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] And how are you wanting to pay this? Are you wanting to pay it online?
[CUSTOMER][NEUTRAL] Um, but
[CUSTOMER][NEUTRAL] Um, so I, she gave me a link but the link, um, takes me to an app that then you have to download the app, then it goes through a whole mess load of questions like about, can I, can I just pay it over the phone with you?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] You can. I mean that, I just wanted to make sure that we're all on the same page, um.
[CUSTOMER][NEGATIVE] Oh yeah, I don't understand. Like I don't know, like I said, she gave me a link which was, I think [PII]. I did that, but that takes you directly to an app. The app had me download it. It was just a whole like I just would like to pay this and move on.
[AGENT][NEGATIVE] Gotcha. Um.
[AGENT][POSITIVE] All right. Let me get there and I do apologize. Um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I do see that y'all haven't set up on for the online service and you're not registered or signed up yet so um.
[CUSTOMER][NEGATIVE] No, that's what I'm saying like I tried to register but it sent me to an app.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I, I don't really know what that was about.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um.
[AGENT][POSITIVE] Me either, but you know what, it's gonna be all right and we're gonna get you taken care of and I can find where I had it open.
[AGENT][NEUTRAL] Cause it'll log me out of it too, so.
[AGENT][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, I, so, um,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh well, I, I mean if we can set it up online, that's fine, but I don't know how to do that like.
[AGENT][NEUTRAL] Well, it would go, uh, [PII] would be the, well.
[AGENT][NEUTRAL] Let's see, she initially, [PII] would initially be the one to set it up.
[AGENT][NEUTRAL] But we can help you with this. Hold on just a moment. Let me just get logged back in here.
[AGENT][NEUTRAL] And we
[AGENT][NEUTRAL] Um, get this taken care of and get these paid and then.
[AGENT][NEUTRAL] We can go from there.
[AGENT][NEUTRAL] OK. So.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] It's getting there. So which month are you wanting to pay?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, I mean, I don't know, I guess, what it, what, what is due? I'm not, I'm not, I'm not familiar with this account. My husband is traveling and just said, can you please.
[CUSTOMER][NEUTRAL] Can you please take care of this? And I said, sure, I'll try to.
[AGENT][NEUTRAL] So your husband is [PII]?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK, OK, just wanted to make sure I'm getting everything straight, so what I'm seeing is that the April and the May invoices do and um it's they're both 289.50 um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's each, so, um.
[AGENT][NEGATIVE] That is entirely uh jeez, let me see. I think I'll pay this in arrears.
[AGENT][NEUTRAL] For your bill in arrears. Let me double check.
[AGENT][NEUTRAL] Yes, it does show that y'all pay this y'all bill in arrears, so we've only billed for the April and the May.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] And that's up to you what do you want to pay? And we just bill for the May.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, so how, what is do like you said 2 months basically April and May.
[AGENT][NEUTRAL] Right, so 289 50, I see.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] If you want to pay both invoices, that's 579 total if you just wanna pay the April invoice.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] That is just the 2 89 50.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] We can do both.
[AGENT][NEUTRAL] OK. That's fine. I can help you with that then. Let's see, 579.
[AGENT][NEUTRAL] Let me put the information in and then we will get the credit card.
[AGENT][NEUTRAL] OK, invoices.
[AGENT][NEUTRAL] All right, so April and May.
[AGENT][NEUTRAL] And [PII], I am ready for that credit card number when you are.
[CUSTOMER][NEUTRAL] OK. It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I mean, [PII].
[CUSTOMER][NEUTRAL] [PII], yep.
[AGENT][NEUTRAL] [PII]. I entered it right. I just said it right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the, what's the name on the card, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] The expiration date, please.
[CUSTOMER][NEUTRAL] Um, [PII] da da da [PII].
[AGENT][NEUTRAL] And the code on the back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code associated with that card, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] alright thank you so much. OK, so today we're making a payment of 579 which will pay your April invoice and if you want that invoice number I can give that to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Alright, so we're paying the April and the May invoices.
[AGENT][NEUTRAL] Um, with the card ending in [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The expiration is [PII].
[AGENT][NEUTRAL] With the code of [PII] and the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. If you'll hold on just a moment, let me know that process and then I will get you the authorization ID.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I do thank you for your patience.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Why does it keep doing this? OK, I do apologize.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] All right. I have that authorization ID is 04.
[AGENT][NEUTRAL] 111 B.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.
[AGENT][POSITIVE] Thank you.