AccountId: 011433970860
ContactId: 4525d2c9-ebd5-4bf9-87fc-56ce481f4956
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298630 ms
Total Talk Time (AGENT): 112255 ms
Total Talk Time (CUSTOMER): 120330 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/4525d2c9-ebd5-4bf9-87fc-56ce481f4956_20250620T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, you say your name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, my name is uh [PII]. I have an outstanding invoice that I want to pay and I tried uh have given someone to help me and uh to.
[CUSTOMER][NEUTRAL] Uh, today, and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it was taking a long time because I'm not a computer person and
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And the person who works in the office is not here today.
[AGENT][NEUTRAL] We can take that payment from you over the phone.
[AGENT][POSITIVE] No worries, we can take that payment.
[CUSTOMER][NEGATIVE] Well, that's what I was just going to ask because this is, uh, it was just it just took up my time as well as hers. It was a pain and we didn't, I didn't get anywhere. My, my, my daughter, my daughter is out of town.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Uh, can I, can I pay this over the phone?
[AGENT][POSITIVE] Yes sir, absolutely, uh, can I go ahead and get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] I'd like to play this over the phone.
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you do you have that group number?
[CUSTOMER][NEUTRAL] 16759
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Is it uh Goco Enterprises?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] And then if you would, can you verify the address for the business please?
[CUSTOMER][NEUTRAL] You said the address?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I, I'm going to assume that you're sending it is being sent to my PO box which is [PII] wait a minute that my house number, uh.
[AGENT][NEUTRAL] Um, no, you're fine. I do have a PO box and a physical address, but that was, yeah, I got that PO box that's the [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, sir. OK.
[AGENT][POSITIVE] Thank you so much for verifying that. OK, do you happen to have the uh invoice number that we're gonna be making a payment on?
[CUSTOMER][NEUTRAL] Well, let's see what do I have invoice number, yeah, 6381967. Well, now I'm oh what I did, I, I don't know, do you, I guess this is probably the invoice number that I got the last time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] So this no this is, I don't, I, I haven't gotten a paper invoice. I don't know I can't open anything cause you, you, you get an invoice number on every uh invoice, right?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's see, give me just a moment. I'm gonna look and see if I see any.
[AGENT][NEUTRAL] Which open ones I can see.
[AGENT][NEUTRAL] OK looks like we've got a couple of open invoices uh for.
[CUSTOMER][NEUTRAL] Because, uh,
[AGENT][NEUTRAL] Let's see May and June.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK alright well [PII] if you would give me just a moment I'm gonna put you on a brief hold and transfer you over to our billing department so that they can take that payment from you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] Doing alright thank you. I've got a group admin on the line who's needing to make a payment on the invoice.
[CUSTOMER][NEUTRAL] OK, and are they making it with a credit or debit card?
[AGENT][NEUTRAL] Um, I think so, uh, and he doesn't have the exact invoice number. I showed he's got two open invoices, so I'm not sure if he's gonna be paying both of them or just one. He said, I guess they've been having trouble with the website, so.
[CUSTOMER][NEUTRAL] OK, so he probably needs help logging into the website.
[AGENT][NEUTRAL] I'm not sure he said that he's just not good with computers so I don't know if it's like a user error or something like that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, uh, what's the group number?
[AGENT][NEUTRAL] That is 16759.
[AGENT][NEUTRAL] And we are speaking with uh [PII].
[CUSTOMER][NEUTRAL] Alright, and his callback number is the one on the screen, the [PII].
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][POSITIVE] OK awesome you can go ahead and send them over.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][POSITIVE] Yeah, you're welcome.