AccountId: 011433970860
ContactId: 5021db4c-31a8-41df-918f-3477267a8265
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380480 ms
Total Talk Time (AGENT): 147683 ms
Total Talk Time (CUSTOMER): 149313 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/5021db4c-31a8-41df-918f-3477267a8265_20250124T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] Hi [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good, thank you. So I have uh [PII] with [PII] on the line to pay two invoices for a group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group number is 20195 OLA TV.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the first invoice, she's OK, so she's gonna pay two invoices and she said it will be with 2 different credit cards that she's going to be paying me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the first invoice is 6372074.
[CUSTOMER][NEUTRAL] And the amount is 449.88.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The second invoice number is 6377092.
[CUSTOMER][NEUTRAL] And it will be for the same amount.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and she gave me a call back number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] OK, I got it.
[CUSTOMER][POSITIVE] OK. Well, are you ready for Juliet? All right. Thank you so much, [PII] have a great weekend.
[AGENT][POSITIVE] I'm ready.
[AGENT][POSITIVE] I'm ready.
[AGENT][POSITIVE] Thank you. You too, [PII].
[CUSTOMER][POSITIVE] All right, thank you so much. So just a moment please. OK, bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][POSITIVE] Hi [PII], yes, it is correct. Thank you.
[AGENT][NEUTRAL] Hi [PII], I understand that you're wanting to make 2 payments for a group for 2 different invoices, is that right?
[CUSTOMER][POSITIVE] It is correct, thank you.
[AGENT][POSITIVE] OK, of course I can help you with that um so I was given the group information and the invoice information um let me just confirm that I have everything correct real quick OK?
[CUSTOMER][NEUTRAL] Mhm yes.
[AGENT][NEUTRAL] OK, so I've got group number 20195 for OA TV.
[CUSTOMER][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] OK, and then I've got two invoices. I've got 6372074 and the amount of 449 88, is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, and then the second invoice I've got is 6377092 for 44988, is that one correct?
[CUSTOMER][POSITIVE] That's right, thank you very much.
[AGENT][NEUTRAL] OK, perfect, no problem. Let me enter that first invoice in and I understand you wanted to make two separate payments for 2 with 2 different cards, right?
[CUSTOMER][POSITIVE] Right, thanks.
[AGENT][NEUTRAL] OK, sure, we can definitely do that. So I'm gonna go ahead and enter that first amount of 449.88 in and we'll go ahead and process the first payment. me just one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, [PII], I've got that first payment entered in and I'm ready for that card number whenever you're ready.
[CUSTOMER][POSITIVE] Thank you and there is no additional fees, right?
[AGENT][POSITIVE] Correct, there's no additional fees.
[CUSTOMER][NEUTRAL] Thank you. Card number is going to be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] with expiration [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is that security code?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. And then the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. So I'm gonna go ahead and process this payment for [PII] and give me just a moment and I'll have a confirmation number for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, this confirmation number is 675791.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] You're welcome. So let me enter the second amount of 44988 in and we'll get that second invoice processed.
[AGENT][NEUTRAL] OK, so I'm ready for that 2nd card number.
[CUSTOMER][NEUTRAL] Thank you. It is [PII] with expiration [PII].
[CUSTOMER][NEUTRAL] And security code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, that's everything I need. So we'll go ahead and get this process this payment process for [PII], and I will have another confirmation number for you. Give me just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got your second confirmation number and it is 531662.
[CUSTOMER][POSITIVE] Perfect, thank you very much for assisting me today I really appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of
[AGENT][POSITIVE] Yes ma'am, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That will be it, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL Juliet, and you have a great day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.