AccountId: 011433970860
ContactId: 5613fafb-0806-48dd-8b5f-c5e0294b5da4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1061780 ms
Total Talk Time (AGENT): 261517 ms
Total Talk Time (CUSTOMER): 231067 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/5613fafb-0806-48dd-8b5f-c5e0294b5da4_20250513T18:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. Bree. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Um, I work for APL in customer service or I'm sorry, in the care team, and I have a Miss [PII] on the phone trying to pay over the phone for her group, group number 15156.
[AGENT][NEUTRAL] 1514
[AGENT][NEUTRAL] OK, who did you say you have, did you say her name is [PII]?
[CUSTOMER][NEUTRAL] [PII] is how I heard it. [PII] I believe.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Were you able to, did, was she already, did she already verify everything?
[CUSTOMER][NEUTRAL] I am new at this so I was not able to figure out what I needed to verify because my guru card has a big blank.
[CUSTOMER][POSITIVE] Picture on it. I'm so sorry.
[AGENT][NEUTRAL] OK. And actually, um,
[AGENT][NEUTRAL] They don't have any invoices due, but she's not the group contact and she's not verified um so we can't really share much information with her but um she actually doesn't need to make a payment because um they don't have any invoices due um so you could let her know that um they don't have they currently don't have any um outstanding invoices to pay.
[CUSTOMER][POSITIVE] OK, I'll let her know thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Oh, I'm sorry. Um, it looks like my, because I am brand new at this, it looks like my, uh, the person who's helping me wants me to go ahead and transfer her to you. I'm so sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, do I just push swap?
[AGENT][NEUTRAL] Um, I think you, yeah, I press join.
[AGENT][NEUTRAL] And then the old leave
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So Rea, are you on the line?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I have someone from your billing here.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department speaking with [PII].
[CUSTOMER][NEUTRAL] Um, yes, hi, good afternoon, by the way, my name is [PII] from A Exchange and this call is being recorded. And yeah, I would like to make a payment for TradeStation technology. Um, I can provide you the, um.
[CUSTOMER][NEUTRAL] Invoice number for this payment?
[CUSTOMER][NEUTRAL] And also the group number?
[AGENT][NEUTRAL] OK, um, with, first, could you please, um, provide the group number and then confirm the address that will be on file for the group.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mhm yeah I'm still here.
[AGENT][NEUTRAL] OK. Can you, uh, are you able to confirm the um group number and the address?
[CUSTOMER][NEUTRAL] I'm sorry, I'm having trouble hearing you clearly.
[AGENT][NEUTRAL] Uh, could you please confirm the group number and the group address?
[CUSTOMER][NEUTRAL] Sure. Group number is, I have 151.
[CUSTOMER][NEUTRAL] 56. Yeah, 15156.
[AGENT][NEUTRAL] OK, and the group address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] Um, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And um is this number, yeah, and is the number you're calling from a good callback number in case we get disconnected?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and um what is the invoice that you have um that you need to pay on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Mhm hello.
[AGENT][NEUTRAL] Yes, what's the invoice number that you have that you need to pay?
[CUSTOMER][NEUTRAL] Uh, sure, I'm sorry, the invoice is 6387033.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Let me see, because we're actually showing that that invoice was already paid with a check, but.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See if there's any note.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And uh can I get the name again, sorry, of the company that you're calling with because are you, you're, are you not with the group?
[CUSTOMER][NEUTRAL] Um, I am a payment specialist from Avid Exchange.
[AGENT][NEUTRAL] Have an exchange, OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Alright. Give me one second. Um, trying to see what is going on with um this payment because it says that it was paid with um a check, but it hasn't gone through yet. So let me see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] So the expiration date.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah, I'm uh looking to see um what's going on with this um pending payment that they have that says it was with the check.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Um, yeah, I'm waiting, uh, to, uh, hear back from, I messaged my supervisor to see if um this invoice can be opened up to receive a payment because right now it's in submitted status as paid with the check, so I'm checking on that if you um would prefer we can um I can call you back.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] So, um, you've mentioned just earlier that this was already paid via check, right?
[AGENT][NEUTRAL] Yes. Um, well, it looks like it, but it hasn't cleared yet. It's taking longer than it would normally take to clear. So that's what I'm trying to look into and see what's going on with it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A lot.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] We have all yeah.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, we can submit, uh sorry, we can, we can accept a payment today since the group hasn't sent a check yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because you
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] Unable to process the uh the payment because.
[AGENT][NEUTRAL] No, I said we can, we can accept the payment since the group hasn't sent a check yet.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me go and get that pulled up.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, just let me know whenever you're ready with the card details.
[AGENT][NEUTRAL] So that would be [PII].
[CUSTOMER][NEUTRAL] No, I'll be using a different one.
[AGENT][NEUTRAL] Oh, what amount are you seeing?
[AGENT][NEUTRAL] Are you, are you paying a different, are you, are you seeing that you need to pay a different amount than 194884?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, I'll be using a different card since it's a one time use only.
[AGENT][NEUTRAL] No, I was telling you the amount of the invoice is $1,948.84.
[CUSTOMER][NEUTRAL] Yes, that's what I have here also.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for.
[AGENT][NEUTRAL] Trade station.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, I'm ready for that card number.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I'm ready for the card number.
[CUSTOMER][NEUTRAL] OK. That will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] Um, that will be [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right. And would you like a copy of the receipt sent to an email or um just a confirmation number over the phone?
[AGENT][NEUTRAL] Um, OK, I'll have the email sent to the group admin and I'll give you a confirmation number of the phone.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, that confirmation number.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Is 297657.
[AGENT][NEUTRAL] Did you get that?
[CUSTOMER][NEUTRAL] Um, I'm sorry, can you repeat it one more time? I'm having a technical issues on my end here.
[AGENT][NEUTRAL] The confirmation number is 297657.
[AGENT][NEUTRAL] Oh sorry, sorry, sorry, that's the, sorry, it's not that one, it's not that one. I don't know why it pulled up from a different day.
[CUSTOMER][NEUTRAL] OK. Copy.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Alright, the confirmation number is 060637.
[CUSTOMER][NEUTRAL] 0.
[CUSTOMER][NEUTRAL] OK, 060.
[CUSTOMER][NEUTRAL] 767.
[AGENT][NEUTRAL] 637.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so the payment is all set for uh TradeStation technologies Incorporated with um.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, um, yeah.
[CUSTOMER][POSITIVE] So I guess that's all for me today and I do really appreciate your help. Uh, would you mind if you spell your name for me for my records?
[AGENT][POSITIVE] No problem
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, is there anything else I can do for you today?
[CUSTOMER][POSITIVE] Well, as I checked here, the payment is all set and thank you so much for assisting me. I will not be taking so much of your time. Have a great day from our exchange. Bye-bye.
[AGENT][NEUTRAL] You too bye.