AccountId: 011433970860
ContactId: 6cb053cc-c714-49d5-b0c6-a5fb4fd34bc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290160 ms
Total Talk Time (AGENT): 91692 ms
Total Talk Time (CUSTOMER): 70941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6cb053cc-c714-49d5-b0c6-a5fb4fd34bc6_20250602T13:20_UTC.wav
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[AGENT][NEUTRAL] When you can.
[CUSTOMER][NEUTRAL] I can barely hear you. Can you repeat that please?
[AGENT][POSITIVE] I said good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'd like to make a payment on our account. I've tried to do it online, but I could not get into the website today.
[AGENT][NEUTRAL] Oh, I'm so sorry there's a few issues we launched the new site today and I think they're just having a few issues with that. Let me get logged in here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Take that payment.
[AGENT][NEUTRAL] All right. And what was your name, love?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what group are you with?
[CUSTOMER][NEUTRAL] I don't have that in front of me, um.
[CUSTOMER][NEUTRAL] Let me look and see where I can find it.
[CUSTOMER][NEUTRAL] I do not have that.
[AGENT][NEUTRAL] I'm gonna need
[CUSTOMER][NEUTRAL] All of our stuff gets scanty.
[AGENT][NEUTRAL] Yes ma'am, I'm gonna need something in order to process the payment though. I'll need to know what group number is and um the invoice that you're wanting to pay.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, hang on one second, let me look one more place.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the group number is 23971.
[AGENT][NEUTRAL] All right. Let's see here.
[AGENT][NEUTRAL] All right, and can you verify the address and phone number for me, please?
[CUSTOMER][NEUTRAL] Frittle's Orthopedic Appliances [PII] and the phone number is [PII].
[AGENT][POSITIVE] Awesome. OK.
[AGENT][NEUTRAL] Let's see here I have that information so [PII].
[AGENT][NEUTRAL] And is it the the May or June invoice you're wanting to pay?
[CUSTOMER][NEUTRAL] The May.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Alright, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Let me grab that. Hang on one second.
[AGENT][NEUTRAL] Sure thing.
[CUSTOMER][NEUTRAL] OK it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. The expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Once I have that processed, I will have an authorization number for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it's pulling up. Let's see, OK, I have 791.
[AGENT][NEUTRAL] 068.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can also I can also um send an email with that receipt if you would like.
[CUSTOMER][POSITIVE] Um, sure, that'd be great.
[AGENT][NEUTRAL] Alright, is the [PII] OK to send it to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I'll get that your way. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] That is all.
[AGENT][POSITIVE] Alright, I apologize about the website. I'm sure they'll get those kinks worked out sometime today.
[CUSTOMER][POSITIVE] Sounds great thank you.
[AGENT][POSITIVE] Yes ma'am you have a great week. Thank you for calling APO.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.