AccountId: 011433970860
ContactId: 4a867795-ce21-4fee-9d85-57489c42c4c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271640 ms
Total Talk Time (AGENT): 77650 ms
Total Talk Time (CUSTOMER): 110944 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/4a867795-ce21-4fee-9d85-57489c42c4c1_20250314T19:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I need to pay my invoice um for March and I have to use two different credit cards for it.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEGATIVE] That's why I have to call it in can't do it online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, no problem. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And I'm with Beacon Bay.
[AGENT][NEUTRAL] That's the group number.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 26483
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Probably have it under BBPM.
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and I just need um the mailing address and the email address for verification.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have the invoice number by any chance?
[CUSTOMER][POSITIVE] Uh, yes, I do. Let me get that for you.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oops
[CUSTOMER][NEGATIVE] Trying to multitask, it's not working. OK, it is invoice 6383364.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] 64, OK.
[AGENT][NEUTRAL] All right, and so let me go ahead and get um billing department to take that payment for you, OK? One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hi, so I'm good. How are you?
[AGENT][NEUTRAL] I'm good thank you um I have a group on the line they needing to make a payment for an invoice for March invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What group number you got?
[AGENT][NEUTRAL] It's 26483.
[CUSTOMER][NEUTRAL] And did they give you an invoice number?
[AGENT][NEUTRAL] Uh-huh, yes, I got Ms. [PII] on the line and she gave me 638-336-4.
[CUSTOMER][NEUTRAL] And I'm so sorry, what was the name of the person?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's the main contact.
[CUSTOMER][NEUTRAL] Alright, just give me one second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alright, I'm ready for whenever you are.
[AGENT][NEUTRAL] Alright, yes, um, do you need the callback number just in case it's the same one in the system, just in case.
[CUSTOMER][POSITIVE] OK, yeah, I appreciate it.
[AGENT][POSITIVE] You're welcome. Here she comes. Have a good afternoon.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for me Miss [PII]. I got Ms [PII] on the line. She's gonna assist you with that payment.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] in the billing department. How are you today?
[CUSTOMER][POSITIVE] Good how are you? I'm doing well. I understand you're wanting to pay an invoice for the group.
[CUSTOMER][NEUTRAL] I am. I've got to use two different, uh, credit cards. OK, give me one second, let me pull this up for you real quick.
[CUSTOMER][NEUTRAL] It gave me group number 26483.
[CUSTOMER][NEUTRAL] 832483, yes. And invoice number is 6383364?
[CUSTOMER][NEUTRAL] Correct. Alright, what's that first amount you'd like to pay?
[CUSTOMER][NEUTRAL] 18962.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. And what's that card number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]