AccountId: 011433970860
ContactId: 6936ca8f-5446-4a55-98bc-21407aa72496
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242059 ms
Total Talk Time (AGENT): 52317 ms
Total Talk Time (CUSTOMER): 102822 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/6936ca8f-5446-4a55-98bc-21407aa72496_20250221T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I have [PII] with Bill Pay on the line.
[CUSTOMER][NEUTRAL] It's for group number 12068.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it is for invoice.
[CUSTOMER][NEUTRAL] Ending in 9037.
[CUSTOMER][NEUTRAL] And it is for $128.45.
[CUSTOMER][NEUTRAL] And do you need your callback number?
[AGENT][NEUTRAL] No you can send it to me.
[CUSTOMER][POSITIVE] Alright thank you let me get her on the line. I hope you have a wonderful weekend, one moment.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] [PII], thank you for your patience. I have [PII] on the line. She's going to assist you with that, uh, processing of your payment.
[CUSTOMER][POSITIVE] OK, thank you. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] She said my name is [PII]. Let me get all this entered real quick and I can take that credit card payment for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, I'm ready for that card number.
[CUSTOMER][POSITIVE] Thanks, and there is no additional fees, right?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Thank you. It is [PII].
[CUSTOMER][NEUTRAL] With expiration [PII], and do you need security code?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] Says that that's an expired card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, no, it is [PII].
[AGENT][NEUTRAL] All right, the security code?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Uh, declined.
[CUSTOMER][NEUTRAL] Oh, I think it's for the, for the amount that is $128.15.
[AGENT][NEUTRAL] 15. OK, I was told 45 cents.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] All right. Is it the same card number?
[CUSTOMER][NEUTRAL] Yeah, it's the same one.
[AGENT][NEUTRAL] All right, that's been processed and the confirmation number has been emailed to [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That will be it thank you very much.
[AGENT][POSITIVE] Thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you