AccountId: 011433970860
ContactId: 64f621ef-72d4-4cb1-a7ad-a1e782841d84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 691030 ms
Total Talk Time (AGENT): 219271 ms
Total Talk Time (CUSTOMER): 250899 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/64f621ef-72d4-4cb1-a7ad-a1e782841d84_20250620T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] Doing alright thank you. I've got a group admin on the line who's needing to make a payment on the invoice.
[AGENT][NEUTRAL] And are they making it with a credit or debit card?
[CUSTOMER][NEUTRAL] Um, I think so, uh, and he doesn't have the exact invoice number. I showed he's got two open invoices, so I'm not sure if he's gonna be paying both of them or just one. He said I guess they've been having trouble with the website, so.
[AGENT][NEUTRAL] OK, so you probably just needs help logging into the website.
[CUSTOMER][NEUTRAL] I'm not sure he said that he's just not good with computers so I don't know if it's like a user error or something like that.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Alright, uh, what's the group number?
[CUSTOMER][NEUTRAL] That is 16759.
[CUSTOMER][NEUTRAL] And we are speaking with uh [PII].
[AGENT][NEUTRAL] All right, and his callback number is the one on the screen, the [PII].
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][POSITIVE] OK, awesome you can go ahead and send them over.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, uh, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][POSITIVE] Yes you are.
[AGENT][NEUTRAL] OK, I understand that you wanted to, um, did you want to make a payment over the phone with a credit or debit card or were you wanting um help logging into uh the OSD?
[CUSTOMER][NEGATIVE] No, no, no, I, no, I don't, I don't have time for the log in because you, you all went into a new system and I'm not, uh, good with the computers and my daughter's on vacation, and I, I, I didn't, I need to make these payments now.
[AGENT][NEUTRAL] OK. So uh we'll take your
[CUSTOMER][NEGATIVE] And I tried with someone earlier today and it just took up. I, I never was able to figure out what she wanted me to do, so it wasn't her fault, it's me. I'm not a computer guy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, uh, we'll go ahead and take your payment today over the phone with the credit or debit card. And then did you wanna um call back when your daughter gets back and then we can go through it?
[CUSTOMER][NEUTRAL] When you say go through it, you mean the process?
[AGENT][POSITIVE] Yeah, getting, getting, uh getting you registered and stuff.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah, but I, yeah, but I want to take care of, uh, I think there are 2 payments that I, uh, 2 different months.
[AGENT][NEUTRAL] OK, let's see what, yeah, let me see. I'm just pulling up your account now to see what invoices you have. Yeah, May and June.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Looks fine.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'm just looking at this uh at the email.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] No, go ahead.
[CUSTOMER][NEUTRAL] No, no, that's OK. I could get this out. I just saw OSC account. What's the OSC account?
[AGENT][NEUTRAL] That's the online service center that you need to log in to pay to like.
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][NEUTRAL] 00 OK I I see I see it now, OK, yeah.
[AGENT][NEUTRAL] Alright, so it's showing for May, your, um, total due is $2000 2,223 dollars 41 cents. Does that sound?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yup.
[AGENT][NEUTRAL] And then did you want to pay June as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In June we're showing.
[AGENT][NEUTRAL] June $2028.64.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you wanna do those all on the both on the same card like in just one transaction for both of them?
[CUSTOMER][NEUTRAL] I don't, well, I don't, I never played by card before. I don't know what card you would have.
[AGENT][NEUTRAL] Oh, we don't have your, we don't save any card information, uh, so we, we don't have it on file.
[CUSTOMER][NEUTRAL] Well, OK, but what I'm saying is I use y'all just this system that you have now is new, so I was just used to pay it on, uh, you know, go on my computer and, and I would, uh, pay it that way so I don't know, uh.
[CUSTOMER][NEUTRAL] If this came out of a, I'm assuming that this came out of a bank account, not a credit card.
[AGENT][NEUTRAL] Yeah, yeah, when you pay online, it's a, um, ACH so it comes from your bank account.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But over the phone, we can take.
[CUSTOMER][POSITIVE] Right, that that's what I wanna.
[AGENT][NEUTRAL] OK, over the phone, yeah, yeah, over the phone, we can only take a credit or debit card.
[CUSTOMER][NEUTRAL] I'm sorry, ma'am, you said over the phone?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a debit card, uh, I don't know if you're gonna.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] I don't even normally use this card, uh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, I'm gonna, I'm going to.
[CUSTOMER][NEUTRAL] Let's see, do I want to do this?
[CUSTOMER][NEUTRAL] Mm, if I knew that I would have gotten this information up.
[AGENT][NEUTRAL] If you want I can um I can help you register um because I have had a couple of groups that have um were having issues registering in the past but um I was able to get them to register. Did you wanna give it one more tr[PII] just to see?
[CUSTOMER][NEUTRAL] Well, I thought I'm sure the lady, it's me. I'm the problem. OK, and I, I just didn't want to waste, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Any more
[CUSTOMER][NEUTRAL] Of my time either, uh, because
[CUSTOMER][NEUTRAL] This is, it's not, uh, I'm, you know, I'm just, I'm just not a computer person. That's how, you know, the terminology that is used is different for me that's, you know, you gotta go here you know that uh it's me. I am the problem. It's, it's not the, the, the, you know, one of your all employees, and I could, uh, I could give you a debit card, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The only thing is I don't know what the balance is because I don't usually use this card, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But we can try, we can try this debit card.
[AGENT][NEUTRAL] OK, and did you wanna still go ahead and put both invoices on there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, yes, I do.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So, let me hold.
[AGENT][NEUTRAL] So that will be uh 425205.
[AGENT][NEUTRAL] Altogether.
[CUSTOMER][NEUTRAL] That's $4,252.
[AGENT][NEUTRAL] Yeah, and 5 cents.
[CUSTOMER][NEUTRAL] 7 cents.
[AGENT][NEUTRAL] 5.
[CUSTOMER][NEUTRAL] 05 cents?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, just getting some information entered in so I can take that premium.
[AGENT][NEUTRAL] And invoices.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] Um, [PII] is [PII].
[AGENT][NEUTRAL] All right. And the three digit security code on the back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Wow, did they have my house number or my uh the bank number?
[CUSTOMER][NEUTRAL] Oh my God. Oh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't know which one they have. I never know.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] OK, I, I, OK, it's, um, I'm gonna say, I'm gonna guess it's [PII].
[AGENT][NEUTRAL] Alright, and did you want the receipt sent to the email address we have on file [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][POSITIVE] Alright, that payment was successful.
[AGENT][NEUTRAL] And the email, um, the receipt just went to your email address, so you should see that any second now. Um, uh, [PII], is there anything else I can help you with today?
[CUSTOMER][NEGATIVE] No, no.
[AGENT][POSITIVE] Alright, well it's a pleasure assisting you.
[CUSTOMER][NEUTRAL] I like, I like paying this way.
[CUSTOMER][POSITIVE] I like playing this way at the better.
[AGENT][NEUTRAL] Yeah, if you
[AGENT][NEUTRAL] Yeah, you guys, if you want to pay uh over the phone every month, you definitely can. Um, but if you want to go ahead and get the account set up, you can just give us a call back when your daughter gets back, um, but you will have to be present in order to just give us permission to share account information with her. Um, but if you want, uh, we can go ahead and get you registered then.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, uh, this is easier and she, she works for the company. She's part owner of this, this restaurants here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. Well, it was a pleasure assisting you. No problem. I hope you have a great weekend.
[CUSTOMER][POSITIVE] OK, well I appreciate it.
[CUSTOMER][POSITIVE] Thank you very much and you have a great one as well.
[AGENT][NEUTRAL] All right, bye.