AccountId: 011433970860
ContactId: 548c4015-5bb6-4a71-bea2-184799711f0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 528479 ms
Total Talk Time (AGENT): 226496 ms
Total Talk Time (CUSTOMER): 108215 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/548c4015-5bb6-4a71-bea2-184799711f0f_20250619T19:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] with APL uh care team. I have [PII] on the line.
[CUSTOMER][NEUTRAL] She's a primary admin and she's wanting to pay her invoice um, are you ready for her group number?
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] OK. It's 262-33 and I've verified her.
[AGENT][NEUTRAL] OK, 262-33.
[CUSTOMER][NEUTRAL] Yes, think agency.
[AGENT][NEUTRAL] OK, hold on just a moment.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] I do apologize. Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I said I was ready.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It's been one of them mornings already.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, so 262-33.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 262-33 yes.
[AGENT][NEUTRAL] OK. And you said she's fully verified?
[AGENT][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, and what's a good call back number for her, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] so the number that's on there.
[AGENT][NEUTRAL] OK, and um she's wanting to make a payment. OK, I can help her with that. Is she wanting to do it online or but it didn't matter. I'll ask for that. Uh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, I asked her if she wanted to pay with a card over the phone, and she, that's what she wanted to do.
[AGENT][POSITIVE] Oh, OK. I can help her with that either way. So you can send her on and I will help her with that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK thank you one moment.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][POSITIVE] Alright [PII], it looks like someone from billing will be able to help you with that, OK? Wonderful thank you so much.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. Um, [PII] said that you wanted to make a payment and I understand, I understand that a good call back number is the [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, and that's the thinking agency?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on just a moment. I have to get.
[AGENT][NEUTRAL] Logged in again.
[AGENT][NEUTRAL] OK, now would you wanting to do that online or was you wanting to uh.
[CUSTOMER][NEUTRAL] No, I need to pay over the phone. Yeah.
[AGENT][NEUTRAL] Make a payment
[AGENT][NEUTRAL] OK, that's fine either way.
[CUSTOMER][NEUTRAL] With the credit card? OK. OK.
[AGENT][NEUTRAL] OK. Um.
[AGENT][POSITIVE] I was just gonna let you know you can pay it online if that was something that you wanted to do, um, either way, we're good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, and this thing don't keep you logged in all day, so.
[AGENT][NEUTRAL] So I'm waiting, I do apologize. I'm just waiting for it to come back up.
[CUSTOMER][NEUTRAL] That's fine. That's fine. I understand.
[AGENT][NEUTRAL] OK, [PII], and how much were you wanting to pay today?
[CUSTOMER][NEUTRAL] Uh, the 277 85 cents.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Get all this information in.
[AGENT][NEUTRAL] OK, and that is gonna be on your June invoice, is that correct?
[CUSTOMER][NEUTRAL] Yeah, ending in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], and I'm ready for that card number when you are.
[CUSTOMER][NEUTRAL] OK, and the card number is [PII].
[AGENT][POSITIVE] OK, I'm gonna repeat this for you.
[AGENT][NEUTRAL] Just to make sure I got it all. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the name on the card, please?
[CUSTOMER][NEUTRAL] The name is [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hold on
[AGENT][NEUTRAL] [PII] OK, [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And that expiration date, please?
[CUSTOMER][NEGATIVE] It expires [PII].
[AGENT][NEUTRAL] And the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the zip code associated with that card, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so today we're making a payment of 27785 on group 26233 for invoice 6391073.
[AGENT][NEUTRAL] With the card ending in [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Expiration is [PII] and the code is [PII] with the zip code of [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right. And if you'll hold on one moment.
[AGENT][NEUTRAL] We will get you.
[AGENT][NEUTRAL] An authorization.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] That authorization ID is 0894.
[AGENT][NEUTRAL] 1 S as in Sam.
[CUSTOMER][POSITIVE] OK. Thank you very much.
[AGENT][NEUTRAL] All right, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thanks so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.