AccountId: 011433970860
ContactId: 5a9d980f-1c15-414f-9742-3bf5b551364e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216210 ms
Total Talk Time (AGENT): 83637 ms
Total Talk Time (CUSTOMER): 73388 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/5a9d980f-1c15-414f-9742-3bf5b551364e_20250529T15:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, we have some outstanding invoices with you all and I'm wondering what our options are to um submit an electronic payment. We'd rather not fill out the ACH form. Is there a way that we can directly issue the ACH payment?
[AGENT][NEUTRAL] OK, I can help you with that. um, can I get your name and your group number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and let me give you the group number.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 26917
[AGENT][POSITIVE] OK, thank you. And can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and is that correct or do you have an extension?
[CUSTOMER][NEUTRAL] Yes, that's
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And this is for Builder's Choice mortgage?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK. And do you mind verifying the address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, thank you, [PII], and I will need to get you with somebody in our billing department. Um, do you mind if I put you on hold for just a moment?
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][POSITIVE] Alright, and thank you for calling APL. You have a wonderful day, [PII], and hold just a moment for me.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] F.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Hello [PII]. I'm good. How are you?
[AGENT][POSITIVE] I'm good. I have uh a group on the phone.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] I don't show that she's the contact person, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's group 26917.
[CUSTOMER][NEUTRAL] What he.
[AGENT][NEUTRAL] Builder's Choice mortgage.
[CUSTOMER][NEUTRAL] Yeah, yeah, sure, go ahead, I'm sorry. My phone cut out.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, I've got [PII] Ay on the phone.
[AGENT][NEUTRAL] And she's wanting to make an electronic payment, but she doesn't want to fill out the ACH form.
[AGENT][NEUTRAL] To pay her bills.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What is that
[CUSTOMER][NEUTRAL] OK, so she, she does if she wants to schedule it? Is that what she's wanting to do?
[AGENT][NEUTRAL] Uh, she said she wanted to set it up.
[CUSTOMER][NEUTRAL] Let me talk to her. Yeah, let, let me, yeah, I'll figure it out. All right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and here's your call back number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] is a direct line to her and I did verify um the group and the the address.
[CUSTOMER][POSITIVE] You're awesome thank you so much. I'll be glad to help her.
[AGENT][POSITIVE] All right, thank you, and here she is.
[CUSTOMER][POSITIVE] You're welcome. OK.
[CUSTOMER][NEUTRAL] [PII]