AccountId: 011433970860
ContactId: 4f7d24d3-8582-4f7b-b719-d5163ab22ddf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 866419 ms
Total Talk Time (AGENT): 283058 ms
Total Talk Time (CUSTOMER): 317029 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/4f7d24d3-8582-4f7b-b719-d5163ab22ddf_20250609T13:52_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is Mola Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][NEUTRAL] Excuse me, I'm, I'm fine how about stuff.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] I'm doing good. Um, I have a group admin on the other line who needs to make a payment.
[CUSTOMER][NEUTRAL] Um, he has two groups.
[CUSTOMER][NEUTRAL] One we could get him signed up on the online service center, the other one we're getting an error, so he wants to pay both over the phone.
[AGENT][NEUTRAL] OK, that's not a problem. I know they're, they're trying to work on that to where we can get uh multiple groups done. um, what is the, the group numbers?
[CUSTOMER][NEUTRAL] So it's 80041.
[CUSTOMER][NEUTRAL] And 80093.
[AGENT][NEUTRAL] And who, who, who do you have on the phone?
[CUSTOMER][NEUTRAL] Um, we're speaking with one, I think it's [PII].
[CUSTOMER][NEUTRAL] But he's the group admin for both.
[AGENT][NEUTRAL] And do you have a good callback number, please?
[CUSTOMER][NEUTRAL] Mhm. It's [PII].
[AGENT][NEUTRAL] [PII] and you've got one on the phone who's wanting to make a payment on 80041 and 80093, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, yes, he wants to do the June for both June invoice for both.
[AGENT][POSITIVE] All right, my dear [PII], I can help you with that.
[CUSTOMER][POSITIVE] All righty. Thank you, [PII]. Have a good day.
[AGENT][POSITIVE] You too, love. Thank you.
[CUSTOMER][NEUTRAL] All right, put that hold on one moment.
[AGENT][NEUTRAL] All right, dear.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much for holding. I apologize for the wait. I have on the line and she'll be assisting you with your payments, OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in group billing. Um, I understand a good call back number for you is the [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] Alright, and you're wanting to make a payment on two groups, you're 80041 and 80093, is that correct?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] All right. Just give me one moment. I have to log back in. Um, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the, on the 80041.
[CUSTOMER][NEUTRAL] Um, I, I'm not sure if I made the payment for May. Can you, can you please check for me?
[AGENT][NEUTRAL] I sure can.
[CUSTOMER][NEUTRAL] I mean for yeah for for May.
[CUSTOMER][NEUTRAL] Yeah, May and June.
[AGENT][NEUTRAL] Look, it looks like May and June was taken care of.
[CUSTOMER][NEUTRAL] May and June? No, it's.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Are, are you sure?
[AGENT][NEUTRAL] Well, I'm gonna double check this, but uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Cause I always uh make the payments myself.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I don't, I don't have a record here.
[AGENT][POSITIVE] OK, we'll get you taken care of. That's not a problem.
[CUSTOMER][NEUTRAL] Yeah, I don't have a record.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let me see, I'm looking at my bank account here, the one that I used to pay you guys.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] The total is, the total that I pay is 123.99.
[AGENT][POSITIVE] Correct. And it looks like.
[CUSTOMER][NEUTRAL] So let me look here, right? Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 123 99.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] A credit card payment was made.
[AGENT][NEUTRAL] On that one.
[CUSTOMER][NEUTRAL] Credit card payment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, the [PII].
[CUSTOMER][NEUTRAL] On the [PII]?
[AGENT][NEUTRAL] Yes, sir. Hold on, I'm what's the other one.
[CUSTOMER][NEUTRAL] OK, so let me, let me look on my credit card then.
[CUSTOMER][NEUTRAL] Because I was paying with my, with my checking account, so that's, that's weird.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] such.
[AGENT][NEUTRAL] That was for May and June.
[AGENT][NEUTRAL] And the other one, let's see.
[CUSTOMER][NEUTRAL] That's, that's weird.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't see that on my credit card.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, and, and I'm looking.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And I'm looking, yeah, I know, no.
[CUSTOMER][NEUTRAL] Uh, that's, that's, it's gotta be a mistake. Uh, can you see the last four digits of that, uh.
[CUSTOMER][NEUTRAL] Credit card?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] I don't see anything in here.
[CUSTOMER][NEUTRAL] [PII], yeah, that's my credit card.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh, hold on.
[CUSTOMER][NEUTRAL] OK, that might be it, so [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The one about
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, so I paid, I paid the 2 months.
[AGENT][NEUTRAL] That one's taken care of. Right. That one's taken care of. So all it's is the 8.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So that was
[CUSTOMER][NEUTRAL] OK, so that was for the month of, uh, what is it? For, for, for May and June.
[AGENT][NEUTRAL] May and June.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] May and June. OK, let me, let me ask you this.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, how do you guys got this credit card? Because I don't remember making that payment.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is that can, can you see if if the account is in autopay?
[AGENT][NEUTRAL] No, sir, it's not.
[AGENT][NEUTRAL] Uh, the only way, I mean, we wouldn't, we don't hold your credit card information, so, um.
[CUSTOMER][NEGATIVE] Wow, this is really weird.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it it it looks like I call you guys to make this payment?
[AGENT][NEUTRAL] Yes, sir, somebody did.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I must be getting old because I don't remember, but I mean that's fine, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I understand that's all too well.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All too well.
[CUSTOMER][NEUTRAL] Wow, unbelievable. OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright, so let me, let me just write in here that this invoice is, is paid and it was in [PII].
[CUSTOMER][NEUTRAL] See, that's, that's what is crazy. [PII] was a couple of days ago. Wow, no this, uh, that's just crazy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And, and, OK, can you see if the payment was made over the phone?
[AGENT][NEUTRAL] It would have to be that's the only way we take payments over the phone is by credit card.
[CUSTOMER][POSITIVE] It was OK. OK, so, wow, OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright, so [PII].
[CUSTOMER][NEUTRAL] OK, with a credit card, [PII]. OK, ending in [PII], which is mine. OK. All right, so let's go to the other one then, [PII], which I believe uh we only owe for the month of June. Is that correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, just give me a second. I'm gonna give you, I'm gonna give you a credit card to pay for that one. Give me a second.
[AGENT][NEUTRAL] All right. Let me get there and
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Get all my information in.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK, let me know when you're ready, OK?
[AGENT][NEUTRAL] I will, just one moment, please.
[AGENT][NEUTRAL] We'll get that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Excuse me, so we're making a payment of 162. 11, is that correct?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][POSITIVE] All right. And I'm ready for that number when you are.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the name on the card please?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Uh last name [PII]
[AGENT][NEUTRAL] OK. And you said [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yeah. [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the expiration date, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with that, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so today we're making a payment of 162 11 on group 80093 for the month of June on invoice 6391621.
[AGENT][NEUTRAL] And that's the card ending in [PII]. Expiration is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is [PII] with code of [PII] and the zip code is [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right. If you hold on just a moment, I'll give you an authorization number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] OK, that authorization ID is 06591 Q as in Queen.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] What came in after the 2, sorry. Mhm.
[AGENT][NEUTRAL] OK, it's 09691 Q as in Queen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty then thank you very much for your help.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, um, um, you mentioned that you guys don't, don't, don't, don't, you're not gonna, uh, uh, keep the, the, the credit card information on file, on file, correct?
[AGENT][NEUTRAL] Uh no, sir, we do not, we do not.
[CUSTOMER][POSITIVE] OK. All right. OK. So I'm gonna, I'm gonna go buy myself some uh um memory, um, helping pills, I guess. Thank you.
[AGENT][POSITIVE] Oh, I need some of those too.
[AGENT][POSITIVE] I'm with you on there. That's the reason why I can relate.
[CUSTOMER][POSITIVE] OK, thank you very much, OK.
[AGENT][NEUTRAL] So, yeah.
[AGENT][POSITIVE] You're so welcome and thank you for calling APL and you have a wonderful day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.