AccountId: 011433970860
ContactId: 4e85de44-7438-4f26-bd35-41ac288c001c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209080 ms
Total Talk Time (AGENT): 73165 ms
Total Talk Time (CUSTOMER): 65960 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/4e85de44-7438-4f26-bd35-41ac288c001c_20250327T21:44_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] in customer care. How are you this evening?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Hey, good, I have somebody from [PII] on the line. They just need to make a payment for a group.
[AGENT][NEUTRAL] OK, and what group are they calling to make a payment on?
[CUSTOMER][NEUTRAL] Uh, the group number is 20195, should come up as OA TV.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And they're calling to pay for March.
[CUSTOMER][NEUTRAL] Mhm, yeah, he gave me invoice ended in 2254, he said.
[AGENT][NEUTRAL] Uh, and what's his name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] [PII]. All right, you can go ahead and send him over.
[CUSTOMER][NEUTRAL] All right, thanks, [PII], here he comes.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I understand that you wanted to um make a payment on for OLA TV group number 20195 uh for their March invoice 6382254, uh, total 44988.
[CUSTOMER][NEUTRAL] You got everything there?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Well let me get some information entered in really quickly.
[AGENT][NEUTRAL] And that was [PII].
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][POSITIVE] Perfect. And there are no fees for credit card payments, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And the expiration date and the security code?
[CUSTOMER][NEUTRAL] [PII] and [PII], the CVV.
[AGENT][NEUTRAL] And last thing I need is the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And would you like a copy of this receipt emailed or just the confirmation number over the phone?
[CUSTOMER][POSITIVE] Uh, with the confirmation over the phone would be more than fine, no worries.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, completing that payment now and it was that payment was successful. So I'm just getting that confirmation number for you. Give me one second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, confirmation number is 122047.
[CUSTOMER][POSITIVE] 122 047 excellent that's gonna be the only one Bree, thank you very much.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] No problem, [PII]. Uh uh thank you for calling ATL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Same for you. Have a lovely day. Bye-bye.
[AGENT][NEUTRAL] Bye.