AccountId: 011433970860
ContactId: 555045fb-0eee-49d2-a059-1b0fe5727e7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289959 ms
Total Talk Time (AGENT): 122125 ms
Total Talk Time (CUSTOMER): 100818 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/555045fb-0eee-49d2-a059-1b0fe5727e7d_20250127T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with the care team and did you say this was [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], I'm so sorry. I don't know, uh.
[AGENT][POSITIVE] No worries. What's up?
[CUSTOMER][NEUTRAL] Hey, I have a Miss [PII] on the phone calling for group number 236-47. I went ahead and verified all her information. Her callback is the one she's calling from, and she's calling to make a payment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. [PII], good gravy.
[AGENT][POSITIVE] For it is Monday. Good Lord.
[CUSTOMER][POSITIVE] Did you have a great weekend?
[AGENT][POSITIVE] Yeah, it was very it was a good downtime. It was really nice.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let's see, let me get this open so I can take that payment real quick.
[AGENT][POSITIVE] How about you? Did you have a good weekend?
[CUSTOMER][POSITIVE] Yeah, I got to go see Wicked.
[AGENT][POSITIVE] Fun, did you like it?
[CUSTOMER][POSITIVE] I loved it. I've never seen the musical, but I want to really bad now, and I have so many questions, like so many. Have you seen it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, I haven't.
[CUSTOMER][NEUTRAL] OK, well, let me know when you do so I can ask you all my crazy questions and you can think about them with me.
[AGENT][NEUTRAL] I would be hard pressed to get my husband to go and I don't really have like a chica friend to go with, so I, uh,
[CUSTOMER][NEUTRAL] Oh no, are you in the [PII] area?
[AGENT][NEUTRAL] No, I'm in [PII].
[CUSTOMER][POSITIVE] Oh dang, I was like, I'll go again, let's do it.
[AGENT][POSITIVE] That's awesome thank you for that. I appreciate that.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK, so by chance do you know what invoice she's looking to pay?
[CUSTOMER][POSITIVE] I actually I'm so sorry I did not think to ask that.
[AGENT][POSITIVE] No, it's OK, it's OK. It's there's two of them now because of the weekend we did new invoices, no worries. OK, I'm ready to take her whenever you're ready to send her over.
[CUSTOMER][POSITIVE] Perfect, and I'll introduce you when we join Ms. [PII].
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Hi [PII], are you still there with us?
[CUSTOMER][POSITIVE] Yep, hey, thank you so much for your patience. I have Miss [PII] on the line and she's with our billing department. She's gonna be able to help process that payment for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the billing department. I understand you're wanting to pay an invoice.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, is it a particular one or is it just uh, let's see the January invoice or the newly created February invoice?
[CUSTOMER][NEUTRAL] Uh, we can go ahead and do both of those if you have them both available.
[AGENT][NEUTRAL] Absolutely. Let's see. Looks like they're 17767 each.
[CUSTOMER][NEUTRAL] Yup.
[AGENT][NEUTRAL] So it's gonna be 35534.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Alright, let me just get both these invoice numbers on here.
[AGENT][NEUTRAL] All right, so that's a charged amount of $355.34. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Once I get that processed, I will have an authorization number for you, but if you would like, I can also um send a receipt via email.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] All right, your authorization number is 090.
[AGENT][NEUTRAL] 80, J as in January.
[CUSTOMER][NEUTRAL] 10 you said 010 at the beginning?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] No ma'am, 090.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 80 J.
[CUSTOMER][POSITIVE] Perfect, got it.
[AGENT][NEUTRAL] All right. And is the email we have on file [PII] OK?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, that should be coming your way soon. Was there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.