AccountId: 011433970860
ContactId: 69db1cf9-f641-4db2-84c6-31e973ddf322
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326920 ms
Total Talk Time (AGENT): 119298 ms
Total Talk Time (CUSTOMER): 90749 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/69db1cf9-f641-4db2-84c6-31e973ddf322_20250310T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was calling because I wanted to make a payment for our account.
[AGENT][POSITIVE] OK, absolutely I can help with making a payment. Is it for a group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do we have the group, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is there any way to um get it on auto pay?
[AGENT][NEUTRAL] Uh, let's see. Do you have your group number?
[CUSTOMER][NEUTRAL] Yes, it's 800887.
[AGENT][NEUTRAL] Alright, bear with me one second here, let me pull this up.
[AGENT][NEUTRAL] So there's not a way to do unfortunately auto pay. You can do the payment. Have you guys ever logged in online or anything like that?
[CUSTOMER][NEUTRAL] Um, I'm not sure. I'm not sure if my husband has done it. He just, he, he asked me to see if we could do the auto pay.
[AGENT][NEUTRAL] OK, let's see, um, and then I'll need to verify the name of the group, please.
[CUSTOMER][NEUTRAL] It's ST Mark Corp.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Let me see if you guys have ever logged in.
[AGENT][NEUTRAL] That would be the only other way to do like an ACH like you know from the bank account um.
[AGENT][NEUTRAL] would be online.
[CUSTOMER][NEUTRAL] But it would be like automatic or I would have to go in every month and do it?
[AGENT][NEUTRAL] Yeah, you would have to go in every month and do it.
[CUSTOMER][NEUTRAL] Oh, it's OK. I mean, but can I make a payment with you now?
[AGENT][POSITIVE] Yeah, absolutely. Do you have the invoice number you wanna pay in the amount?
[CUSTOMER][NEUTRAL] Yes, it's 000.
[CUSTOMER][NEUTRAL] 638-1180
[AGENT][NEUTRAL] OK, and the amount?
[CUSTOMER][NEUTRAL] 241 with 61 cents.
[AGENT][NEUTRAL] 241 61. OK. And then can I grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you, [PII] and I'll need to call over to billing so they can take your payment. If anything happens on the transfer is [PII] a good call back?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, let me place you on just a brief hold and I'll get somebody on the line and billing for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] Hey, I'm good. How about you?
[AGENT][NEUTRAL] I'm good. I have somebody with a group on the line that just needs to make a payment for the group.
[CUSTOMER][NEUTRAL] OK, what group number is that?
[AGENT][NEUTRAL] Group number is 80087 should be SBR Corp.
[CUSTOMER][NEUTRAL] OK, just give me a second to open up this uh site.
[CUSTOMER][NEUTRAL] And did they by chance tell you what invoice?
[AGENT][NEUTRAL] She did, um, it's invoice ending uh the invoice number is 6,381,180.
[AGENT][NEUTRAL] For the amount of 24161?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And what was her name?
[AGENT][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And the callback
[CUSTOMER][NEUTRAL] And the, yeah.
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][POSITIVE] Awesome, OK, I'm ready for it whenever you are.
[AGENT][POSITIVE] All right, here she comes. Thanks.
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] Hi this is [PII] in the billing department. I understand you're wanting to make a payment on an invoice? Yes. Awesome, OK, and this is [PII]?
[CUSTOMER][NEUTRAL] Yes. OK, let's see here.
[CUSTOMER][NEUTRAL] I just wanna verify the information she gave me. I have, let's see, group number 80087.
[CUSTOMER][NEUTRAL] Yes, and
[CUSTOMER][NEUTRAL] Invoice number 6,381,180.
[CUSTOMER][NEUTRAL] Yes. All right. Let's see.
[CUSTOMER][NEUTRAL] Um