AccountId: 011433970860
ContactId: 5fa6d891-e627-45b6-9538-9c2a20e89173
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205649 ms
Total Talk Time (AGENT): 90832 ms
Total Talk Time (CUSTOMER): 60397 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/5fa6d891-e627-45b6-9538-9c2a20e89173_20250414T15:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Doing alright thank you. I have a group admin on the line who's just wanting to make a payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That group number is 26862.
[AGENT][NEUTRAL] Florida Wellness and rehab.
[CUSTOMER][NEUTRAL] Yes, and we are speaking with uh [PII].
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] And who who do you say we're speaking to?
[CUSTOMER][NEUTRAL] [PII], uh, the contacts, yes, did you need the invoice number?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] All right, send them to me.
[AGENT][NEUTRAL] Uh, the only one that he can pay is the April, so you can send them on to me.
[CUSTOMER][POSITIVE] Got you. All right, thank you, bye bye.
[AGENT][POSITIVE] You're welcome. Bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I have an invoice that I'd like to pay by phone.
[AGENT][POSITIVE] I can help you with that. Let me get it pulled up.
[AGENT][NEUTRAL] You want to pay the April invoice um for come on computer.
[AGENT][NEUTRAL] Um, $994.98.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All righty. Let me get it all entered real quick.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, back to the other screen.
[AGENT][NEUTRAL] Um.
[AGENT][POSITIVE] All righty, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] All right. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yep and the last ones are [PII].
[AGENT][NEUTRAL] All right, the name on the card?
[CUSTOMER][NEUTRAL] [PII] spelled with an [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh right, OK, the expiration date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] Security code is [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] And I'm gonna send this confirmation number to the email address that we have on file which is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, [PII]
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] All right, perfect. Let me get that processed.
[AGENT][POSITIVE] All right, [PII], that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll do it. Thank you so much.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Alright, thank you too.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.