AccountId: 011433970860
ContactId: 4e63dc73-7804-451b-b069-276db45f4df4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243309 ms
Total Talk Time (AGENT): 90328 ms
Total Talk Time (CUSTOMER): 95618 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/4e63dc73-7804-451b-b069-276db45f4df4_20250213T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] Hey, I'm good. How about you?
[CUSTOMER][NEUTRAL] I'm good I'm good um I have a group in the line and they're trying to do a payment of an invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the group number is 263-87.
[AGENT][NEUTRAL] OK, let's see here. Let me get logged on to the site real quick.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready for tomorrow.
[AGENT][NEUTRAL] You and me both.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEGATIVE] I'm a little jealous, so my, um my husband has Monday off for President's Day, and so do the kids. And so I'm like, seriously, that's no not fair.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Oh, that's so cool.
[CUSTOMER][NEGATIVE] Mm, yeah, that's not fair.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, here we go. OK, got that. Let me get that pulled up on this site now.
[AGENT][NEUTRAL] 263-87 and who do you have on the phone?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And um she's um paying invoice number 6380747.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, the amount of $1,346.08.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and you said [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII], mhm, yes, she has called before to make payments, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. I am, I'm ready for it whenever you are.
[CUSTOMER][POSITIVE] OK, here she comes. Thank you. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you, thank you for holding and being patient for you, Miss [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead, Miss [PII].
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the billing department. How are you today?
[CUSTOMER][POSITIVE] I am good how are you?
[AGENT][NEUTRAL] I'm well, so it's my understanding you want to pay January's invoice?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh sorry, you can't hear me?
[AGENT][NEGATIVE] I can hear you a little bit. It's a little faint.
[CUSTOMER][POSITIVE] Yes, please, I'm sorry.
[CUSTOMER][NEUTRAL] Oh OK, yes please I would like to pay um the invoice.
[AGENT][NEUTRAL] All right, let's see. She gave me the group number 263-87.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Invoice is gonna be 638-0747.
[AGENT][NEUTRAL] I have that the amount of $1,346.08.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] All right, so I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Alright, it's gonna be [PII].
[AGENT][NEUTRAL] All right, the expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I'll have an authorization number for you as soon as it processes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can also send that via email if you would like a receipt via email.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Alright, the authorization number is 243-630.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] No problem, is that all I can do for you today while we're on the phone?
[CUSTOMER][NEUTRAL] Yes ma'am, that's it.
[AGENT][POSITIVE] All right. You have a great day. Thanks for calling APO.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks bye bye.