AccountId: 011433970860
ContactId: 47d77f8d-45c1-4682-aad3-1c72264ab9c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301619 ms
Total Talk Time (AGENT): 102289 ms
Total Talk Time (CUSTOMER): 124414 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/47d77f8d-45c1-4682-aad3-1c72264ab9c4_20250502T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hi, I'm good. How about yourself?
[CUSTOMER][NEUTRAL] I'm good. OK, sorry, yay, um, I have a member on the line. Well, it's a group, and they need to make a payment for the invoice. Um, the group number is 24349.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And who do you have on the phone?
[CUSTOMER][NEUTRAL] I can [PII].
[AGENT][NEUTRAL] Can you spell that for me so I get that right?
[CUSTOMER][NEUTRAL] Uh, OK, I'm not sure how to, how she spells, but I think it's [PII] I'm pretty sure it's that one because she has called before. She always call.
[AGENT][NEUTRAL] OK, no worries. I just.
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] And that sounds right. And see if this is Spanish, yeah, that sounds right. [PII].
[CUSTOMER][NEUTRAL] You need the spelling of the last name?
[AGENT][POSITIVE] Uh, yeah, that'd be good.
[CUSTOMER][NEUTRAL] OK, that's [PII]
[AGENT][NEUTRAL] OK, just give me a second, let me log into the site to take that payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Did she by chance give you an invoice number?
[CUSTOMER][NEUTRAL] Yes, uh-huh, yes, the invoice number is 63. OK, let me know when you're ready. I'm sorry.
[AGENT][NEUTRAL] What's
[AGENT][NEUTRAL] No, I'm so sorry. I think there's a little bit of a delay go ahead.
[CUSTOMER][NEUTRAL] 638-7961.
[AGENT][NEUTRAL] And callback number?
[CUSTOMER][NEUTRAL] [PII], uh yeah. [PII].
[AGENT][NEUTRAL] And I'm sorry you're gonna give me that amount.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Yeah, the amount is $415.59.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] OK, here she comes. Have a good day.
[AGENT][POSITIVE] Thank you too.
[CUSTOMER][POSITIVE] You're welcome. Thank you. Thank you for holding and being patient for me, Miss [PII]. I've got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][POSITIVE] OK perfect thank you you're welcome have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII]. Like she said in the billing department. I understand you're wanting to pay, um, I is it the May invoice? Let's see, yes ma'am, the May invoice.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It is it's me that's the only one to open correct?
[AGENT][NEUTRAL] Yes, ma'am. Uh, let's see, it was just pulling up as I was saying it.
[CUSTOMER][POSITIVE] OK good
[CUSTOMER][NEUTRAL] So let me give you the credit card number.
[CUSTOMER][POSITIVE] We're good.
[AGENT][NEUTRAL] And I apologize there's a little bit of a delay in our call, so we might um speak over each other. Let's see, she gave me group number 24349 and invoice number 3387961.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 4 months
[CUSTOMER][NEUTRAL] The invoice number is 6387961. That's correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] In the amount of 400.
[CUSTOMER][NEUTRAL] 415 with 59 cents, yeah.
[AGENT][NEUTRAL] OK. All right. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] All right, once I've got that processed, I'll have an authorization number for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's get these details.
[AGENT][NEUTRAL] Alright, my authorization number is 248.
[AGENT][NEUTRAL] 953.
[AGENT][NEUTRAL] I can also send in a receipt via email if you'd like.
[CUSTOMER][POSITIVE] Perfect, got it, we're good.
[CUSTOMER][POSITIVE] Yeah that'd be great please.
[AGENT][NEUTRAL] All right, would you like for me to send it to the um not confirmation to me the contact email that we have on file, uh, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] I'll get that sent out right over. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] All right. You have a great weekend and uh thank you for calling APL.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Same to you thank you bye.
[AGENT][POSITIVE] Thank you. Bye bye.