AccountId: 011433970860
ContactId: 42939ea1-56be-44f5-8e9c-b63042030115
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126470 ms
Total Talk Time (AGENT): 36392 ms
Total Talk Time (CUSTOMER): 65828 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/42939ea1-56be-44f5-8e9c-b63042030115_20250625T15:00_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] on behalf of Coral Reef Montessori Academy.
[CUSTOMER][NEUTRAL] And I'm the school treasurer and um we I would like to make up uh a payment on this um invoice.
[AGENT][NEUTRAL] OK. Are you wanting to make a credit card payment?
[CUSTOMER][NEUTRAL] No, it's a check, an ACH check. How can I do that? This is the first time with you guys, we're new customers.
[AGENT][NEUTRAL] Um, have you set up your online account?
[CUSTOMER][NEUTRAL] No, that's why I, I, I don't have a link.
[AGENT][NEUTRAL] OK, um, what's your group number?
[CUSTOMER][NEUTRAL] Um, it is 27075.
[AGENT][NEUTRAL] OK, and that was with coral reef Montessori?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it looks like for your group, uh, on our [PII] is where the account has to be set up, and it has to be set up by the group contact. Um, we have the group contact as [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. No, it's me.
[AGENT][NEUTRAL] OK, I, we have [PII], so it would have to be her that sets up the account and then adds.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. So then I can, I can um
[CUSTOMER][NEUTRAL] Mm, I see. OK. OK. Well, let me go ahead and call the, uh, the, the, the broker and tell them because I don't know why they, you know, I mean, that's OK, but you know, they gotta put me, so I'm the one who, who pays it.
[CUSTOMER][POSITIVE] OK, let me call them and see. Thank you so very, I, I can't do a no, no, it's not due yet. OK, don't worry. I'll, I'll give them a call. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, thanks for calling APL.
[CUSTOMER][NEUTRAL] OK mhm bye bye.