AccountId: 011433970860
ContactId: 4d210e3a-53b4-46ad-959b-fba658caf62b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446160 ms
Total Talk Time (AGENT): 218530 ms
Total Talk Time (CUSTOMER): 125698 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/4d210e3a-53b4-46ad-959b-fba658caf62b_20241230T13:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Happy, happy New Year.
[AGENT][POSITIVE] Happy New Year to you.
[CUSTOMER][NEUTRAL] I have group number 80056.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 80056.
[CUSTOMER][NEUTRAL] Collar services.
[AGENT][NEUTRAL] If I can get my fingers to working.
[CUSTOMER][NEUTRAL] I know, girl.
[AGENT][NEUTRAL] Too early in the morning.
[CUSTOMER][NEUTRAL] I'm hearing you.
[CUSTOMER][POSITIVE] I think I'm going for another cup of coffee soon.
[AGENT][NEUTRAL] Um, I hear you. OK.
[AGENT][NEUTRAL] All right. And you verified everything?
[CUSTOMER][NEUTRAL] I did verify everything now I have [PII] on the line. She's not the group contact but she's wanting to make a payment for the December invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And I can give you the invoice number and amount.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, this place is early this morning, aren't they?
[CUSTOMER][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] And like
[AGENT][NEUTRAL] They probably like everybody else, trying to make it go, go.
[CUSTOMER][NEUTRAL] Get back in it and get it going.
[AGENT][NEUTRAL] Get back mhm.
[AGENT][NEUTRAL] So the December payment.
[CUSTOMER][NEUTRAL] Yeah, for the 637-6039.
[AGENT][NEUTRAL] OK, and the amount?
[CUSTOMER][NEUTRAL] 651 60.
[AGENT][NEUTRAL] OK, and the good callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] 888-242-1 and I verified the group information.
[AGENT][POSITIVE] All righty. Thank you so much. You can send Miss [PII] on and I will get her taken care of.
[CUSTOMER][POSITIVE] All right. Let me get her on the line. Thank you, and I hope you have a great day. If I don't talk to you again, a very happy [PII] to you.
[AGENT][POSITIVE] You as well. Thank you, [PII].
[CUSTOMER][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] Alright miss [PII], I have [PII] on the line and she's going to assist you with processing that payment and you have a very safe and happy new year. Likewise to you thank you so much for your help. Thank you bye bye.
[AGENT][NEUTRAL] Good morning Ms. [PII]. This is [PII] in group billing. Um, [PII] said that you're wanting to make a payment on group 8580056.
[AGENT][NEUTRAL] In the amount of 65,160 on invoice 6376039, is that correct?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][POSITIVE] Correct, yes, that's correct. Mhm.
[AGENT][NEUTRAL] OK, and a good callback number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. Thank you so much and thank you for your patience. Uh, if you hold on just a moment, we'll get that information entered and I can get, I can help you with that, OK?
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] You're welcome. All right, so let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Alright, let's get this.
[AGENT][NEUTRAL] So that is the December.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], I got all of that entered now I need the card number please.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'll read that back. It's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] All right. And the name on the card, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on, hold on, hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then the last name, [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much. And the expiration date, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Code on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with that card, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, let's see if I got all this straight. We're making a payment of 65,160 on invoice 6376039.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] With the card ending in [PII].
[AGENT][NEUTRAL] Expiration date is [PII].
[AGENT][NEUTRAL] Code is [PII] and the zip code is [PII].
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] All right, Miss [PII], hold on just a moment.
[AGENT][NEUTRAL] And we will get.
[AGENT][POSITIVE] That taken care of for you. I'll give you that code.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, that authorization ID is 201558.
[CUSTOMER][POSITIVE] 558 confirmation. OK, perfect. Well thank you so much for your help, really appreciate it.
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you and happy holidays. [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, thank you and uh thank you for calling APL and happy holidays and [PII] new year to you as well.
[CUSTOMER][POSITIVE] Thank you bye bye have a good day bye.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.