AccountId: 011433970860
ContactId: 5d0bcf4c-5445-4d74-96c1-69bcf1a5b41d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 528140 ms
Total Talk Time (AGENT): 255868 ms
Total Talk Time (CUSTOMER): 127969 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/5d0bcf4c-5445-4d74-96c1-69bcf1a5b41d_20250214T20:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I've got a group on the phone that wants to make a credit card payment for their bill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] They're being proactive today.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Girl.
[CUSTOMER][NEUTRAL] Mr. You, I have spent 20 minutes on the phone with Mr. bless his heart. He was trying to do bank drafts and I tried to help him, but he don't know the account number as well. Can't do it unless we got those, Mr. Yu.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] So he's wanting to make a credit card payment on the group?
[CUSTOMER][POSITIVE] Yeah, I was doing the welcome call with him this when all this came up. I was getting him registered and stuff.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] He's a new group holder.
[AGENT][NEUTRAL] OK, so he wants to make a credit card payment and that.
[CUSTOMER][POSITIVE] Yeah, they, he already got the bill. Everything's good. We just, he just wants to pay it.
[AGENT][NEUTRAL] OK. Well, I can help him with that. Did you let him know he can also pay it online if that's something that he might wanna do?
[CUSTOMER][NEUTRAL] Yeah, that's what we were going through, but he doesn't have the account number. He's gonna have to get accounting rent, and then he's like, what other ways can I do it? And I'm like, I didn't know if we could do credit card, and [PII] said, Yeah, and I told him we could do the credit card or you can mail a check.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So here we are now. He wants to do the credit card. I asked him if he had any more questions for me and we went over what I needed and I'm good, so.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Um, it's [PII]. You're speaking to Mr. [PII], which is [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] what?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], that's what I thought you said.
[AGENT][NEUTRAL] Girl, it's crazy.
[CUSTOMER][POSITIVE] I know. Bless his heart. He's sweet though.
[AGENT][NEUTRAL] OK, Mr. [PII], and do you have a good callback number for him, please?
[CUSTOMER][NEUTRAL] I do, hang on, let me give it to you. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 24 what? [PII].
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][POSITIVE] All right. You can send him on and I can help him with that.
[CUSTOMER][POSITIVE] Thank you, love. Here you guys. Have a good day and happy Valentine's.
[AGENT][POSITIVE] You too. You too, love. Thank you.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi, Mr. [PII], this is [PII] in group billing. Uh, [PII] said that a good callback number for you just in case is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much. And she said you are wanting to make a credit card payment on your group on invoice number 6381363?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. And that is in the amount of 48466. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. One moment while I get all that information entered in.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] All right, just a moment. I do apologize.
[AGENT][NEUTRAL] Get all this information entered in for you and then we will get on with the credit card, OK?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. We're almost there.
[AGENT][NEUTRAL] That is the February invoice.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me type there for a minute.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII]. All righty.
[AGENT][NEUTRAL] All right, Mr. [PII].
[AGENT][NEUTRAL] I am ready for that credit card number, please.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me repeat that because I think I wrote something down wrong, um, or entered it wrong. Let's see. So we got [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] No, no, it's wrong.
[AGENT][NEUTRAL] OK, that's what I thought. I, I think I had, OK.
[CUSTOMER][NEUTRAL] So let's, let me start again.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] again.
[AGENT][NEGATIVE] OK, [PII]. That's where I messed up.
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. And the name on the card, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] All right. And the expiration date, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the code on the back, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the zip code associated with that card, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, so today we're making a payment for [PII] on invoice number 6381363.
[AGENT][NEUTRAL] With the card ending in [PII].
[AGENT][NEUTRAL] Expiration date is [PII].
[AGENT][NEUTRAL] The code is [PII] with the zip code of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. Thank you so much. And if you hold on just one moment, we're gonna get that taken care of for you and I will give you that code, the authorization.
[AGENT][NEUTRAL] On that.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, Mr. [PII], that authorization ID is
[AGENT][NEUTRAL] 241.
[AGENT][NEUTRAL] 239.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] So what's this ID for?
[AGENT][NEUTRAL] That is the authorization letting you know that it went through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That we received the payment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. So that's it?
[AGENT][NEUTRAL] That's it. Is there anything else that I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Uh no, thank you so much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful weekend, OK?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] You too you too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.