AccountId: 011433970860
ContactId: 587e0fd8-a9fc-4769-9321-35ea1d4a2089
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373700 ms
Total Talk Time (AGENT): 211231 ms
Total Talk Time (CUSTOMER): 89663 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/587e0fd8-a9fc-4769-9321-35ea1d4a2089_20250305T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII]. I have [PII] from a group calling, wanted to make any payments that are due and then she's wanted to cancel the group.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 26494.
[AGENT][POSITIVE] Alright, I've got them pulled up and I will look at their invoices and get her taken care of.
[CUSTOMER][POSITIVE] Awesome. Well, I verified all the information to you.
[AGENT][POSITIVE] OK perfect thank you
[CUSTOMER][POSITIVE] Awesome. Thank you. You have a great one.
[AGENT][POSITIVE] Thanks you too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good. How are you?
[AGENT][NEUTRAL] Good, I'm doing well, thank you. Um, so [PII] sent you over to me. She gave me your group number. Um, it's 264944 360 Customs Incorporated, um, and she said you were wanting to make payments for your group, um, and that you also needed to terminate your group. Is that right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, can I ask what date you need to terminate the group? What's the effective date should be because I show the group is only due for the March invoice right now.
[CUSTOMER][MIXED] It's OK, um, I would make mistake like if we can avoid March, that would be great. I know that I owe for a couple of months.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if you can tell me the total I owe and
[AGENT][NEUTRAL] OK, sure. Let me
[CUSTOMER][NEUTRAL] Terminate it.
[AGENT][NEUTRAL] up here
[AGENT][NEUTRAL] 6414.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] OK, yes, we have December through March. So if you wanna avoid March, we can go ahead and process your payment for December, January and February, um, and then we just need, um, a written request if you could just send us an email, um, just letting us know that you were wanting to terminate with that, um, [PII] effective date, then we can get that processed and you will vote for March.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get you your totals for these 3 months, so, um, it's 24883 a month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For 3 months that's gonna come out to be 746 49.
[CUSTOMER][NEUTRAL] OK, can you take a card over the phone or do you need a checking account number?
[AGENT][NEUTRAL] Yes ma'am, we actually can only take a credit or debit card so that works out.
[CUSTOMER][NEUTRAL] OK, well I have the card ready.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Information
[AGENT][POSITIVE] OK yes ma'am, I'm ready for your card number.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then the last thing I need is the zip code.
[CUSTOMER][NEUTRAL] Uh, [PII]. It might be [PII].
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, let me see, um, let me try [PII] and see if that.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And, and again, just to confirm, it's gonna be [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That went through, so that was fine, um, and let me give you a confirmation number. Give me just a moment and I can also email you a confirmation um if you'd like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got your confirmation number as 068.
[AGENT][NEUTRAL] 12 and the letter G as in girl.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'll also email that um and just to confirm the email we have on file is um [PII]. Is that OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, I just sent, um, a confirmation email, um, and so the last thing we need, um, is just to have to send an email to us, um, just letting us know that your group is terminating with that effective date of [PII], uh, so let me give you our email address that you can send that to, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, it's gonna be [PII] and that's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] So that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], yeah, [PII].
[CUSTOMER][NEUTRAL] OK, so [PII]?
[AGENT][NEUTRAL] Yes ma'am, so it should be [PII].
[CUSTOMER][POSITIVE] OK. Thank you very much.
[AGENT][NEUTRAL] Yes ma'am, um, so when you send that email just be sure to include your group number the 26494 and then like I said just include that your group is terminating with um the effective date [PII], and we'll get that taken care of and we'll send you a confirmation once it's processed, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes ma'am, no problem. Thank you for calling APL, and if you don't have anything else, um, and I hope you have a great day.
[CUSTOMER][POSITIVE] Alright, thank you. You too.
[AGENT][NEUTRAL] 65
[CUSTOMER][NEUTRAL] Bye.