AccountId: 011433970860
ContactId: 50bf3e1e-66c8-4286-bda6-550ebd739375
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310660 ms
Total Talk Time (AGENT): 83707 ms
Total Talk Time (CUSTOMER): 109847 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/50bf3e1e-66c8-4286-bda6-550ebd739375_20250508T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] on the care team. I have got a group on the line that would like to make a payment on their invoice.
[AGENT][NEUTRAL] Yes ma'am. What's the number, [PII]?
[CUSTOMER][NEUTRAL] It's 21514.
[AGENT][NEUTRAL] 21514. OK.
[CUSTOMER][NEUTRAL] And I'm talking
[CUSTOMER][NEUTRAL] Talking to [PII] and [PII].
[CUSTOMER][NEUTRAL] And I've got her, I verified her and then um I've got the invoice number if you need that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Please, thank you so much.
[CUSTOMER][NEUTRAL] Um, it's 638-756-7.
[AGENT][POSITIVE] All right, I got it. Thanks, [PII]. I'll be glad to help her.
[CUSTOMER][NEUTRAL] OK, and did you say [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'm gonna introduce you and then I'll release the call OK?
[AGENT][POSITIVE] OK, great. Thank you, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, [PII], I've got [PII] on the line and she's gonna take your payment, OK? Thank you, thank you, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Hey, good morning, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Hello, good morning. Good, thank you.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Um, I would like to use the same card that, that is in the system. Do you have it right? Or do you need me to provide another information?
[AGENT][NEUTRAL] I, I would need to have it. We saved the bank information, not the card. Are you gonna be paying the full amount, normal for the 115,040? OK. How much are you paying?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, but that's the thing, I usually do it online.
[CUSTOMER][NEUTRAL] And hm.
[AGENT][NEUTRAL] I can take the payment. What are you asking me? Are you wanting to pay it online or you want me to take the credit card?
[CUSTOMER][NEUTRAL] No, I don't have access right now online. Right now I'm not in front of the computer so I can pay online. That's why I wanted to use um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The same bank information because I don't have it.
[AGENT][NEUTRAL] OK. Let me, give me just a moment, [PII].
[CUSTOMER][NEUTRAL] That's what I wanted you to to help me with the processing the same with the same.
[CUSTOMER][NEUTRAL] Information that I have on file.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm looking, [PII]. Give me just a moment, OK?
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] Um, I'm gonna place you on just a brief hold. Do you mind holding just a moment for me?
[CUSTOMER][POSITIVE] Yes, yes, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII]?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am. [PII], thank you so much for holding. OK. Now, in order for me to take payment, I'll need to take a credit card. Do you have a credit card you can give me?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Do you have a credit card that you can give me?
[CUSTOMER][NEUTRAL] No, no, I was looking to use the same bank account information that I have in the system.
[AGENT][NEUTRAL] Yes, ma'am. You can do that, but you'll have to go online and schedule it.
[CUSTOMER][NEUTRAL] That's, that was my thing. OK, if you cannot do it, I'm not gonna do it until tomorrow.
[AGENT][POSITIVE] Yes, ma'am. Um, will you be able to do it tomorrow? That'll be fine. I'll make a note that we spoke that you're gonna make the payment tomorrow. That'll be completely.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, no problem.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] Yes, tomorrow we'll have access. OK, thank you.
[AGENT][NEUTRAL] All right, ma'am. I'll sure do that.
[AGENT][POSITIVE] Um, you're welcome. Have a great day, OK? Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Yes, ma'am