AccountId: 011433970860
ContactId: 6887711a-2549-4d4a-8653-40adee907280
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230429 ms
Total Talk Time (AGENT): 91790 ms
Total Talk Time (CUSTOMER): 53317 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/6887711a-2549-4d4a-8653-40adee907280_20250603T19:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I want to um pay a bill please.
[AGENT][NEUTRAL] Yes, ma'am. What is that group number?
[CUSTOMER][NEUTRAL] Um, the group number is.
[CUSTOMER][NEUTRAL] 26484.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], just to make sure I have the right account pulled up, would you give me the physical address and phone number please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] Awesome, I do see that OK and you're wanting to pay an invoice, let's see here.
[AGENT][NEUTRAL] 26484.
[AGENT][NEUTRAL] All right. Would that be the May invoice?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I haven't paid the main invoice yet.
[AGENT][NEUTRAL] Um, I still see May and June open. Let me see, would you have sent it a payment any other way than, um, over the phone or by, uh, ACH?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, and I'll be by the phone.
[AGENT][NEUTRAL] OK, no ma'am, it's still open then.
[CUSTOMER][NEUTRAL] Oh, OK, I'll pay that.
[AGENT][NEUTRAL] All right. It looks
[CUSTOMER][NEUTRAL] I'll pay both May and June.
[AGENT][NEUTRAL] OK, let's see, I have.
[AGENT][NEUTRAL] Mays at 42938 and
[AGENT][NEUTRAL] Let's see, just making sure there hasn't been any changes. Where's you pull it up.
[AGENT][NEUTRAL] And June is 564-56.
[AGENT][NEUTRAL] So it's gonna be a total of 99394.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 993 94.
[AGENT][NEUTRAL] Let me just get this information in here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good how are you doing?
[CUSTOMER][NEUTRAL] Yeah, I just need um.
[AGENT][NEUTRAL] I apologize, just take a minute to get all that in there.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, because, um, when you're ready, would you let me know?
[AGENT][POSITIVE] Yes, ma'am. Let's see, I'm almost ready.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] Let's see here. OK, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Expiration?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the billing zip code for the card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, that'll be 993-94. On I have it processed, I will have an authorization number for you.
[CUSTOMER][NEUTRAL] Uh, you can just send the email that's fine.
[AGENT][NEUTRAL] OK, we'll do that. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] No thank you very much have a great day.
[AGENT][POSITIVE] You as well thank you for calling APL have a great week.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Oh wow, that was fast.
[AGENT][NEUTRAL] Do
[AGENT][NEGATIVE] That's not the right one.