AccountId: 011433970860
ContactId: 4664aff9-c224-453e-a7a7-5860d8cb2e06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222429 ms
Total Talk Time (AGENT): 104343 ms
Total Talk Time (CUSTOMER): 95020 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/4664aff9-c224-453e-a7a7-5860d8cb2e06_20250115T17:21_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 doing today?
[AGENT][POSITIVE] Hey I'm doing good how are you?
[CUSTOMER][NEUTRAL] I'm good thanks for asking um I have somebody on the line with a group. His name is [PII] and he needs to make a payment for a premium they missed in October.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] Group number is gonna be 18808. It should be Lin Goods Appliances.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull their invoices up real quick.
[AGENT][NEUTRAL] OK, alright, I've got their group pulled up, um, and is his callback number it looks like the one he's calling from is the one we have in the system.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, I'm ready for him.
[CUSTOMER][POSITIVE] All right, here he comes, thank you.
[AGENT][POSITIVE] Uh-huh, thank you.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, this is [PII].
[AGENT][NEUTRAL] Hi, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Doing pretty well how about yourself?
[AGENT][NEUTRAL] Good, I'm doing well thank you um so I just spoke with [PII] and she gave me your group's information uh for Living Good Appliances, and she told me that you were calling to make a payment for a missed invoice for October.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] That's right, yeah, we, uh, I guess we got a message or I, I got an email so I sent that over to our accountant and she checked her records and said she didn't have an invoice for that date so we need to get that taken care of.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can definitely help you with that. So it looks like that total for October is gonna be $2,899.21.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, let me put that payment in.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'll give you a card number if that's OK.
[AGENT][NEUTRAL] Yes, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And expiration is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh the three digit code is [PII] and that's gonna be in [PII]'s name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you confirm that zip code?
[CUSTOMER][NEUTRAL] Sure it's [PII], sure.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Thank you for that information, [PII]. I'm gonna go ahead and process that payment for $2,899.21 and I can either give you a confirmation number here over the phone or I can have um a receipt sent to your email um which would you prefer?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, uh, receipt would be great.
[AGENT][NEUTRAL] OK, and let me just confirm your email address. We've got [PII], is that right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's it, that's the one.
[AGENT][POSITIVE] OK, perfect. I will get a receipt sent over to that uh email address. You should receive that in just a couple of minutes. Um, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was it thank you so much appreciate your help.
[AGENT][POSITIVE] Awesome you're very welcome thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.