AccountId: 011433970860
ContactId: 47cf77cc-a2a8-46b6-a068-f420437dd51b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259260 ms
Total Talk Time (AGENT): 78499 ms
Total Talk Time (CUSTOMER): 98469 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/47cf77cc-a2a8-46b6-a068-f420437dd51b_20250117T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Doing good thank you I have a uh group admin on the line uh just needing to make a payment.
[AGENT][NEUTRAL] OK, and uh what's her name and the group number?
[CUSTOMER][NEUTRAL] Uh, we're speaking with her name is [PII]. The group number is 80056.
[CUSTOMER][NEUTRAL] It's not who we have as the contact but she was able to verify all of the information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Sorry, my keyboard was doing something weird. Alright, you can go ahead and send her. No, my keyboard. I was trying to type her name, um, in my keyboard like the cat spot kept going on, but whatever. You can send her over.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right, thank you, have a good weekend.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Speaking.
[AGENT][NEUTRAL] OK, I understand you'd like to make a payment on your December invoice, is that correct?
[CUSTOMER][NEUTRAL] Yes, your January. That's what I'm like, OK, wait a second, yeah, January, that's OK, that's OK.
[AGENT][NEUTRAL] I'm sorry, your January invoice I'm sorry.
[AGENT][NEUTRAL] No, sorry, I'm meant January.
[AGENT][NEUTRAL] Um, yeah, for 65,160.
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] OK, alright, just getting that pulled up and I'll be able to take your payment in just a second.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Almost done.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, I'm sorry, one second, um, something.
[AGENT][POSITIVE] so cool.
[AGENT][NEUTRAL] OK, I'm sorry, I'm ready for that card number now.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And you need the expiration date, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And last thing I need is the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And would you like a copy of this receipt emailed to you?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Can you send that to, do you need to send it to [PII] at PR Services or is there a different email?
[CUSTOMER][NEUTRAL] No, you can send it to me to the accounting because I'm the one who's paying for it so you can send it to accounting [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, that payment was successful. [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your help, really appreciate it.
[AGENT][POSITIVE] Yeah, no problem. I hope you have a great rest of your day and enjoy your weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Right