AccountId: 011433970860
ContactId: 6133b3e7-5d2a-462d-b15a-7cacf2a3fde0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 579539 ms
Total Talk Time (AGENT): 336871 ms
Total Talk Time (CUSTOMER): 209886 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/6133b3e7-5d2a-462d-b15a-7cacf2a3fde0_20250227T19:32_UTC.wav
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[CUSTOMER][NEUTRAL] So you do
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. I spoke to someone yesterday, but I didn't have a credit card handy to pay a bill, but I'm calling from a client number 25882 IM Financial.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm the CFO here.
[AGENT][NEUTRAL] OK, yes, sir.
[CUSTOMER][NEUTRAL] You need to identify in any way?
[AGENT][NEUTRAL] And you're wanting to um yes I can verify some group information um were you wanting to make a payment for one of your invoices?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, all of them actually that are outstanding. We had a, we were moving recently and I guess uh some disconnect notices got missed in the mail, so we're, we're looking to catch up through February. I think the amount is in the 2100 range and when I called, spoke to one of your colleagues yesterday, they, they wanted to take the payment but I can only do it by credit card and I wasn't in the office.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, sir. OK, no problem. Let me get everything pulled up here. Um, let's see, can you verify your group address and your email address, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, yes, it's [PII]
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the email should be [PII].
[AGENT][NEUTRAL] OK, thank you for that and the number you're calling from is what we have on file um and just to confirm that is still a good contact number for the group?
[CUSTOMER][NEUTRAL] It is. That's my direct line.
[AGENT][NEUTRAL] OK perfect thank you for verifying let's see here let me look at the notes real quick and just um catch up on it. Let's see.
[CUSTOMER][NEUTRAL] Certainly.
[CUSTOMER][NEGATIVE] I would have paid it through the portal, but the invoices aren't populated. I, I couldn't do it that way, so I called in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir, that's fine um yeah I don't see them here on the portal um so I'm just taking a look to see what happened here. um let's see.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] I'm showing some paid invoices I see November paid it looks like December.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know I owe you for probably 5 or 6 months. I think it's 6.
[AGENT][NEUTRAL] OK. Let me, let me make sure I got the right.
[AGENT][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] The amount should be the same every month. I don't think there's been any changes.
[AGENT][NEUTRAL] Yes, sir. All right. OK, yes sir. So it looks like um.
[AGENT][NEUTRAL] Your group was approved for reinstatement and so you owe September let me just confirm the month real quick. Let me look at my note. It should be September through February.
[CUSTOMER][POSITIVE] That's correct, that's what I think as well.
[AGENT][NEUTRAL] That would be 6 months. OK, give me one moment. I'm gonna pull up a copy of those invoices so we can get that total.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so let's see, looks like it is 35979, so let me do that. That would be 35979 for 6 months. So that's gonna come out to be 2,15874 yes sir let me.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 2150.
[CUSTOMER][POSITIVE] Yeah, that's the number she gave me yesterday as well so that's good.
[AGENT][POSITIVE] OK perfect let me get.
[CUSTOMER][NEUTRAL] At least you consistent
[AGENT][POSITIVE] Everything, yes sir, let me get everything put in here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Sorry, I have to re log in it signs us out if we're inactive for too long, so let me just get this taken care of.
[CUSTOMER][NEUTRAL] Don't you hate that?
[AGENT][NEUTRAL] I know. I wish it'd be a lot easier if we could just stay signed in, but.
[AGENT][NEGATIVE] I think it's for just security reasons it finds us out after being inactive for so long.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so 2015874.
[AGENT][NEUTRAL] Let me put that in.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And that is gonna be for September through February.
[CUSTOMER][NEUTRAL] Yeah, because we're renewing tomorrow or Monday.
[AGENT][NEUTRAL] Yes sir, uh 31.
[CUSTOMER][NEUTRAL] And that that's holding up the renewal.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I've got everything put in and so I'm ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the security code?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and the zip code?
[CUSTOMER][NEUTRAL] It should be up to my home address which is [PII].
[AGENT][NEUTRAL] OK, that is everything I need, so I'm gonna go ahead and complete this payment for a total of 2,15874 and give me just a moment and I will give you, um, let's see actually.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'd like to stay on the line until it goes through if you don't mind.
[AGENT][NEGATIVE] Oh absolutely so it gave me a decline um it says declined but it says no reason provided.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, hold on, maybe the zip code's the issue because it's actually probably sent to my boss's address so let me give you, can we try that again with a different zip code?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely, mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let's do that.
[AGENT][NEUTRAL] And can I read the card number back and just make sure I got it right?
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the expiration was [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] you need to work out something with [PII], yeah, right now.
[AGENT][NEUTRAL] OK, and security code [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I just wanted to make sure that was right um so we'll try the zip code then um if you have um another one that might be it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, she's worried about a number or some shit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second, I'm sorry, it's loud people outside my office.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] That's OK. Hey, I understand.
[CUSTOMER][NEUTRAL] Salesman, they just think they can walk up try this [PII].
[AGENT][NEUTRAL] OK, let me try to reprocess that.
[AGENT][NEGATIVE] OK, so it's giving me a declined error again.
[CUSTOMER][NEUTRAL] I'll give you a different card. OK, this is an American Express card. It's number [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is the expiration?
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And do you need the 4 digit code or the 3 digit code?
[AGENT][NEUTRAL] Um, it either it says.
[CUSTOMER][NEUTRAL] Because this is the name American Express.
[AGENT][NEUTRAL] It says 3 or 4 digit code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and what is that zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's try that.
[AGENT][POSITIVE] OK perfect that went through, give me one moment and I'll give you a confirmation number also.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] No problem and I can also email you a confirmation if you'd like.
[CUSTOMER][POSITIVE] Yeah, that's fine. In fact, I would prefer that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, absolutely.
[CUSTOMER][NEUTRAL] I wait to wait
[AGENT][NEUTRAL] OK, um, and just to confirm, yes, sir. So I'm gonna send that confirmation to. I'm sorry, I'm not sure. Is it green?
[CUSTOMER][POSITIVE] So we're all up to date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, [PII] [PII].
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] OK, let me make sure I notate that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get that sent over you should receive that in just a moment. um, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all that's all, uh, let me ask, actually I do have a question. I do have a question. When we renew, uh, we want the billing to be split. Do you do departmental billing?
[AGENT][POSITIVE] OK. All right, perfect. I will notate.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we can actually we can actually do two different things so if you wanna keep just one group number then we can have different divisions um within your group um so they'll be broken out on the bill um but if you prefer. OK, yeah we can definitely um send um we can set that up for you um that's something that our new business department would handle um so.
[CUSTOMER][NEUTRAL] If we ask you to
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's what I think I'm looking
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] If you I I know you said your renewal's coming up, yes, that's what I was gonna say um um just send that information, yes we can definitely do that um and so we can get that taken care of for you um so you are absolutely so you are all set and I will notate your accounts um that you're paid up current so you know we can get that renewal going for you, OK?
[CUSTOMER][POSITIVE] I'll have the agent make make it happen.
[CUSTOMER][NEUTRAL] I'll have the agent handle it. She said she would.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Terrific thank you so much for your help today have a good day.
[AGENT][POSITIVE] OK, absolutely well thank you for calling APL and you have a great day as well.