AccountId: 011433970860
ContactId: 532df801-9e62-4f7e-ba0b-4278886ba66a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298329 ms
Total Talk Time (AGENT): 105456 ms
Total Talk Time (CUSTOMER): 119205 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/532df801-9e62-4f7e-ba0b-4278886ba66a_20250320T18:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I have an email here from [PII].
[CUSTOMER][NEUTRAL] Can you help me or do I need to speak with her?
[AGENT][NEUTRAL] Um, it depends on what is in reference to you said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] It's about a payment that I guess we didn't pay back from October and I didn't realize it, so I wanna make a payment on the phone.
[AGENT][NEUTRAL] OK. And are you calling from a group or this is a um individual policy? OK.
[CUSTOMER][POSITIVE] It's a business what we're a business.
[AGENT][NEUTRAL] And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, I'll give you my cell phone number because I might be walking out. My name is [PII], [PII]. It's unique travel of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] So I got an email saying that they don't that you guys don't have payment from a a back invoice which I didn't even realize. I don't know why I've made so many payments since then that no one let me know I would have sent it and now I'm getting an over overdue notice that has to be paid immediately so I'll give you a credit card.
[AGENT][NEUTRAL] it
[AGENT][NEUTRAL] OK, and the, the, the name of the company you said was Unique?
[CUSTOMER][POSITIVE] Yeah, unique travel of [PII].
[AGENT][NEUTRAL] Here we go, 23.
[AGENT][NEUTRAL] And how much would you like to make a payment for today?
[CUSTOMER][NEUTRAL] The what's owed when you you can you pull up that old invoice?
[AGENT][NEUTRAL] Uh, so I'm gonna get you to group billing. Usually they just sometimes when people call, they have the what they want to pay.
[CUSTOMER][NEUTRAL] Oh, OK, hold on, sure, oh, hold on, hold on, it's here hold on 121.95 and I'll give you the invoice number it was due back [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you know, if you don't, um, you don't have to get the invoice number for me, [PII]. I can just give them the total and then they can help you from there.
[CUSTOMER][NEUTRAL] Oh thank you. OK, but I have it in case no I it's no searching I have it in front of me. Is that what you were waiting for? I thought you were putting me on hold. It's invoice number.
[AGENT][NEGATIVE] I don't want you to search and all that. You just.
[AGENT][NEUTRAL] Oh, you have it. OK, I'm, yes, ma'am.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] 0006370015
[AGENT][NEUTRAL] OK, so I'm gonna place you on a brief hold, get the billing representative, and they'll be able to take the payment for you, OK?
[CUSTOMER][POSITIVE] Thanks so much.
[AGENT][POSITIVE] You're welcome, [PII]. Before I do that, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's good.
[AGENT][NEUTRAL] All right, well, thanks for calling APL and hold on one moment. You're welcome.
[CUSTOMER][POSITIVE] OK thanks OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm doing good. I have a, um, I don't want to call a group admin because she's not on the
[AGENT][NEUTRAL] File, but someone from a group that wants to make a payment, they received the email from [PII].
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] It's 23826.
[CUSTOMER][NEUTRAL] And who do, who's on the line? What's the name of the person?
[AGENT][NEUTRAL] We're speaking with [PII].
[CUSTOMER][NEUTRAL] Maybe.
[AGENT][NEUTRAL] She said she received an email from [PII], um saying that the October invoice was um outstanding. I have the invoice number for you if you need it and the amount you want to pay.
[CUSTOMER][NEUTRAL] I have it uh pulled up. You can go ahead and yeah.
[AGENT][NEUTRAL] Oh, you got it? OK.
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you?