AccountId: 011433970860
ContactId: 64d749cc-7277-4751-a8d5-983f9403286f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450269 ms
Total Talk Time (AGENT): 103154 ms
Total Talk Time (CUSTOMER): 73932 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/64d749cc-7277-4751-a8d5-983f9403286f_20250407T18:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was trying to make a payment.
[CUSTOMER][NEUTRAL] Or it's a group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] A group payment. OK, um, and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, it's [PII] A. Phone number is [PII].
[AGENT][POSITIVE] Thank you. And may I have the group number, Miss?
[CUSTOMER][NEUTRAL] Uh, yeah, that is 80116.
[CUSTOMER][NEUTRAL] And it's under Core Holdings.
[AGENT][NEUTRAL] All right. Do you have an invoice number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Uh, it's 0006386425.
[AGENT][NEUTRAL] And how much would you like to pay today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, the full invoice and if there's any upcoming one.
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] OK, do you, do you know the amount?
[CUSTOMER][NEUTRAL] Uh, yeah, it's 645.19.
[AGENT][NEUTRAL] OK. All right, um.
[AGENT][NEUTRAL] Bear with me just a second because I don't see your name. That's why I'm asking for a specific, um.
[CUSTOMER][NEUTRAL] Um, it's probably not, it's probably listed under, uh, [PII].
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, alright, so what I can do is get somebody to take the payment for that invoice because um they're just gonna ask for the information to make the payment, but they're not gonna be able to release any other information about any other new invoices they can only take the payment if you're not um listed.
[AGENT][NEUTRAL] On the group. Is that OK?
[CUSTOMER][NEUTRAL] Uh, that's fine. I'll just cover the payment for now. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Let me go ahead and get them on the line and there is no extra charge. So bear with me just a second while I get them on the line to take that payment for you, OK?
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And you said your name is [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] no agent staff. Goodbye.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII].
[CUSTOMER][NEUTRAL] Yeah she said that she was
[CUSTOMER][NEUTRAL] If you wanted to send them out. Hi. But.
[AGENT][NEUTRAL] Um, it looks like the group billing department is in a meeting right now, so I don't have any agents available to take payment. Um, is it OK if they call you back once they're done with the meeting?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, of course, no worries.
[AGENT][NEUTRAL] OK, so that number is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK. I'll go ahead and ask them to call you back, OK? And I do apologize for that inconvenience. You're welcome.
[CUSTOMER][POSITIVE] Awesome, thank you.
[CUSTOMER][POSITIVE] No worries.
[AGENT][POSITIVE] OK. Have a good day. You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Bye. Have a good day.