AccountId: 011433970860
ContactId: 44371e4b-cf84-4d60-89cc-476703c28648
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 679000 ms
Total Talk Time (AGENT): 220626 ms
Total Talk Time (CUSTOMER): 181747 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/44371e4b-cf84-4d60-89cc-476703c28648_20250117T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] over in customer care. How are you today?
[AGENT][NEUTRAL] I'm OK. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing OK um I have somebody with a group on the line that needs to make a payment for the group.
[AGENT][NEUTRAL] OK, second, just give me 1 2nd.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] What's that group number, love?
[CUSTOMER][NEUTRAL] The group number is 21089 top of the line management LLC.
[AGENT][NEUTRAL] OK, let me just log into this real quick.
[AGENT][NEUTRAL] I apologize. I had to get into the site to take the payment.
[CUSTOMER][POSITIVE] No worries, girl.
[AGENT][NEUTRAL] Let's see 21089.
[CUSTOMER][NEUTRAL] I was trying to help him. I was trying to help him log in, but he can't get logged in, so he's like, just let me make the payment, OK.
[AGENT][NEUTRAL] Does he intend to pay by credit card?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK. Oh yeah, he's behind.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Mm, since they're active. I don't know. All right, yeah, I, I'm sorry, what did you say their name was?
[CUSTOMER][NEUTRAL] His name is [PII] and then I have a callback number if you want that too.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, his call back is [PII] and he said that's his cell.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you got them verified?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I'm not seeing a [PII] on the.
[AGENT][NEUTRAL] I mean I guess it doesn't matter as long as I'm not giving the information. OK, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] All right, here he comes, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understand you're wanting to make a payment.
[CUSTOMER][NEUTRAL] Yeah, I wanna pay the oldest invoices out there.
[AGENT][NEUTRAL] All right. And how much are you wanting to pay?
[CUSTOMER][NEUTRAL] What's the amount on the oldest invoice?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I was
[AGENT][NEUTRAL] Just looking and I don't have you as a contact in our system. I would not be able to give you that kind of information without permission from the contact of the group.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I can take a payment but unfortunately I wouldn't be able to give you any information about the group's um bills.
[CUSTOMER][NEUTRAL] Uh, hold on a second, I'm gonna have to get somebody else on the phone for you then, alright.
[CUSTOMER][NEUTRAL] Hello, who am I speaking to?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Hi, this is uh [PII].
[CUSTOMER][NEUTRAL] Can I give you permission to talk to [PII] on the um policy?
[CUSTOMER][NEUTRAL] Or do I have to do it myself?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, I, you, you, you can give me permission to speak to him, yes, sir.
[CUSTOMER][NEUTRAL] Alright, can you hold on?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hi, it's [PII].
[AGENT][NEUTRAL] So the oldest invoice is going to be October.
[AGENT][NEUTRAL] And uh it's $1,667.36.
[CUSTOMER][NEUTRAL] 1,667.
[AGENT][NEUTRAL] 36.
[CUSTOMER][NEUTRAL] And 30 cents.
[AGENT][NEUTRAL] 36 cents.
[CUSTOMER][NEUTRAL] 336 cents and were there some credits applied?
[CUSTOMER][NEUTRAL] Along the way here since October.
[AGENT][NEUTRAL] Um, I do apologize. I was looking at the bill amount that there is a credit. I do apologize. So it's actually $1,406.64.
[AGENT][NEUTRAL] Because, uh, let's see, 3 people were removed and then there was a credit for um
[AGENT][NEUTRAL] I apologize if I pronounce this wrong, uh, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] Oh, [PII], right, right, so.
[CUSTOMER][NEUTRAL] 140664.
[AGENT][NEUTRAL] 14 $1,406.64.
[CUSTOMER][NEUTRAL] Yeah, alright, can I give you a bank account information?
[AGENT][NEUTRAL] No, sir, I won't be able to take payment by credit card over the phone.
[CUSTOMER][NEGATIVE] There's no way to do this by um.
[CUSTOMER][NEUTRAL] With a bank account?
[AGENT][NEUTRAL] Unfortunately not over the phone um the only payments I'm able to take over the phone would be a credit card but uh our online service center it does look like there is someone that has signed up for that and um.
[AGENT][NEUTRAL] It would just need you just need to log into the site and pay those that can pay that by uh the bank account.
[CUSTOMER][NEGATIVE] Yeah, the problem is is I can't log into the site.
[AGENT][NEUTRAL] Um, what email address are you using?
[CUSTOMER][NEUTRAL] Because it looks like.
[AGENT][NEUTRAL] Or I apologize uh your username.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Flash forward it's missing the R.
[AGENT][NEUTRAL] And are you using both capital S?
[CUSTOMER][NEUTRAL] And it was
[CUSTOMER][NEUTRAL] Yeah and um I think, I think.
[CUSTOMER][NEUTRAL] And [PII] who just left now again um might have changed it and not have a chance to ask what that it had been changed to um.
[AGENT][NEUTRAL] Uh, no, sir, it's still the flash forward uh forward.
[CUSTOMER][NEUTRAL] But I don't know, yeah, but I don't know the password.
[AGENT][NEUTRAL] But it
[AGENT][NEUTRAL] The email address that the reset uh email would go to would be your HR email.
[AGENT][NEUTRAL] Do you have access to the HR let's see, top of the line management?
[CUSTOMER][NEUTRAL] Yeah, I guess I'm gonna have, I, I guess I'll have to do that. Let me let me see if that works.
[AGENT][NEUTRAL] I can definitely take the payment, but it would definitely be have to be by credit card over the phone.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, let me take a look at something here.
[CUSTOMER][NEUTRAL] Nothing can be easy, nothing can be easy.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] No, it's not you.
[CUSTOMER][NEUTRAL] It's us
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright, you ready for a credit card?
[AGENT][NEUTRAL] Yes, sir, I am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh, well,
[CUSTOMER][NEUTRAL] Expires [PII].
[AGENT][NEUTRAL] I apologize. I may have uh typed in something wrong, um.
[AGENT][NEUTRAL] And it only gives me a few stars there, so would you mind give me that number again? I just wanna make sure I have everything right it's not coming up as a good number.
[CUSTOMER][NEUTRAL] Alright, hold on.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, that's it right there, [PII]. OK, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I do apologize. That was much better. It didn't come up red on me there. And the expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, that'll be a charge in the amount of $1,406.64.
[AGENT][POSITIVE] And once I have that processed I'll have an authorization number for you.
[CUSTOMER][NEUTRAL] Well you'll just send an email at HR address uh HR email.
[AGENT][POSITIVE] I can do that. Yes, sir.
[CUSTOMER][POSITIVE] Yeah, if you could do that that'd be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's get that over to HR.
[AGENT][NEUTRAL] And so you don't need that that their uh authorization number.
[CUSTOMER][NEUTRAL] I mean, I, I'll wait and make sure it goes through, yeah, it'll be on there.
[AGENT][NEUTRAL] It'll be on there.
[AGENT][NEUTRAL] All right, I've got that email going over to the HR email. Is there anything else I could do for you while we're on the phone?
[CUSTOMER][POSITIVE] No, that's it I appreciate it.
[AGENT][POSITIVE] Yes sir, you have a great day. Thanks for calling ATL.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thank you. Bye-bye.