AccountId: 011433970860
ContactId: 572e61dd-fd5b-492d-aaac-8c1d9b3fc8f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373559 ms
Total Talk Time (AGENT): 146996 ms
Total Talk Time (CUSTOMER): 146515 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/572e61dd-fd5b-492d-aaac-8c1d9b3fc8f0_20250314T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hi, so I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good thank you um I have a group on the line they needing to make a payment for an invoice for March invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What group number you got?
[CUSTOMER][NEUTRAL] OK. It's 26483.
[AGENT][NEUTRAL] And did they give you an invoice number?
[CUSTOMER][NEUTRAL] Uh-huh. Yes, I got Ms. [PII] on the line and she gave me 638-336-4.
[AGENT][NEUTRAL] And I'm so sorry, what was the name of the person?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] He's the main contact.
[AGENT][NEUTRAL] Alright, just give me one second.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] All right, I'm ready for whenever you are.
[CUSTOMER][NEUTRAL] All right, yes. Um, do you need the callback number just in case it's the same one in the system, just in case.
[AGENT][POSITIVE] OK, yeah, I appreciate it.
[CUSTOMER][POSITIVE] OK. You're welcome. Here she comes. Have a good afternoon.
[AGENT][POSITIVE] Thanks you too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for Miss [PII]. I got Ms [PII] on the line. She's gonna assist you with that payment.
[CUSTOMER][POSITIVE] All right thank you. You're welcome have a good afternoon.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm doing well. I understand you're wanting to pay an invoice for the group.
[CUSTOMER][NEUTRAL] I am. I've got to use two different, uh, credit cards.
[AGENT][NEUTRAL] OK, give me one second. Let me pull this up for you real quick.
[AGENT][NEUTRAL] She gave me group number 26483.
[CUSTOMER][NEUTRAL] 832483 yes.
[AGENT][NEUTRAL] And invoice number 6383364?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, what's that first amount you'd like to pay?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and what's that card number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the zip code for that card, the billing zip code, sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Alright, so I have it charged the amount of $189.62.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Once, once I get that processed, I'll have an authorization number for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can also send it to the email address we have on file for you if you'd like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If you wouldn't mind that would be great.
[AGENT][POSITIVE] I don't mind at all. Let's see here. Let's get that number for you.
[AGENT][NEUTRAL] 01 more button.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] I thought I had it. I did that earlier today too. I got ahead of myself.
[CUSTOMER][NEUTRAL] It's Friday.
[AGENT][NEUTRAL] My only
[CUSTOMER][NEUTRAL] Fridays and Mondays aren't.
[CUSTOMER][NEGATIVE] No they're not my days.
[AGENT][NEUTRAL] I would have to agree. Oh, OK, here we go. Authorization number is 225.
[AGENT][NEUTRAL] 005.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Fabulous.
[AGENT][NEUTRAL] All right, and I've got that.
[CUSTOMER][NEUTRAL] And I'm gonna pay the balance.
[AGENT][NEUTRAL] Got that uh email coming your way.
[CUSTOMER][NEUTRAL] It is 324.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm sorry, what was the amount on the 2nd 1?
[CUSTOMER][NEUTRAL] $324 even.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And this is the same invoice correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] We got open enrollment coming up, uh, and then it'll be effective [PII] for our next thing but we're switching because we only have a handful of people um we're going to more private plans each one of us will we be able to keep our gap for people that wanna have it?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, honestly, I don't know, and I do apologize. I can get you to someone that can answer that. OK, I apologize. I'm more on the billing side of things.
[CUSTOMER][NEUTRAL] That's OK my broker's checking in.
[CUSTOMER][NEUTRAL] I figured I'd ask and say you on the phone.
[CUSTOMER][POSITIVE] That's OK, don't worry about it.
[AGENT][NEUTRAL] I do know that if it's set up that way individually that um if they choose they can pay um have an auto draft.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, what's that second card number?
[CUSTOMER][POSITIVE] Yeah, that would be great, OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the billing zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so that's a charging amount of $324.
[AGENT][NEUTRAL] Let's get that one processed and would you like an email sent for that one as well?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, one more button.
[CUSTOMER][NEUTRAL] It's time to go home.
[AGENT][NEUTRAL] I did it again.
[AGENT][NEGATIVE] I don't know that screen kind of fools me. I feel like that's what it's gonna come up on. Oh, here we go. OK, 262.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 922.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Beautiful thank you so much for your help.
[AGENT][NEUTRAL] And I will get that sent over to your email. Is there anything else I can help you with while while on the phone?
[CUSTOMER][POSITIVE] That's it I appreciate it.
[AGENT][POSITIVE] All right, well, [PII], you have a great weekend and thanks for calling ATO. Thank you. Thank you. Bye bye.
[CUSTOMER][POSITIVE] You too take care bye bye.