AccountId: 011433970860
ContactId: 6f332c89-58bd-4c98-b4f1-f0469f5c760c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 572380 ms
Total Talk Time (AGENT): 293986 ms
Total Talk Time (CUSTOMER): 151703 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/6f332c89-58bd-4c98-b4f1-f0469f5c760c_20250220T20:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Mellette Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How are you?
[CUSTOMER][NEUTRAL] I'm doing good, thank you. Obviously you weren't the one that answered that I called a second ago and got somebody and couldn't hear him, so I said I gotta call back because somebody can hear me or I can hear. I've got a group on the line that wants to pay their bill.
[AGENT][NEUTRAL] OK, what's the correct number?
[CUSTOMER][NEUTRAL] [PII] for Think Agency.
[AGENT][NEUTRAL] And who do you have on the phone?
[CUSTOMER][NEUTRAL] [PII] and that's her callback number online, I mean the in system.
[CUSTOMER][NEUTRAL] I've got the group uh the invoice number and the amount she wants to pay.
[AGENT][NEUTRAL] OK, so the 407.
[CUSTOMER][NEUTRAL] Mhm. 466.
[CUSTOMER][NEUTRAL] 1483.
[AGENT][NEUTRAL] OK, and she's wanting to pay the February invoice 630, I mean 638-0706.
[CUSTOMER][NEUTRAL] She is
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All righty. I can help her with that. It will be just a moment. Let me get that up.
[AGENT][NEUTRAL] All right. Um.
[AGENT][NEUTRAL] You can send her on.
[CUSTOMER][POSITIVE] All right. Let me just get her right over to you. You take care, [PII]. Have a good afternoon. Thank you, one moment. Let me get her on the line. I'll give you another second to you.
[AGENT][POSITIVE] Thank you. All right. All right.
[AGENT][NEUTRAL] Um, and 2, that she's 2245, [PII] is what you.
[CUSTOMER][NEUTRAL] 24562. Yes, ma'am.
[AGENT][POSITIVE] Got you, thank you so much.
[CUSTOMER][POSITIVE] Alright thank you let me get her on the line.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Miss [PII], thank you for your patience. I have [PII] in our billing department that's going to assist you with processing that payment, and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thanks you too thank you thank you bye bye.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII] in group billing, um.
[AGENT][NEUTRAL] [PII] said that you're wanting to make a payment on your um.
[AGENT][NEUTRAL] In your, OK, I can help you with that. And a good callback number is the [PII].
[CUSTOMER][NEUTRAL] February invoice.
[CUSTOMER][NEUTRAL] 407.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Uh, just one moment, I got to log in here.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] When you want to get into it, it don't want you to.
[CUSTOMER][NEUTRAL] It's always, right? It's always the way.
[AGENT][NEUTRAL] Always.
[AGENT][NEUTRAL] All right, hang on just a moment, it's coming up.
[AGENT][NEUTRAL] OK, let me enter all this information in here and [PII], I didn't know if you are aware that you're able to pay this online as well but that's something that y'all might want to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] We have tried to set our bank account up online and do it that way and it's just never worked so I've just been calling in and making the payment, yes.
[AGENT][NEUTRAL] Really?
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, I don't, I don't know why.
[AGENT][NEUTRAL] Uh-huh, that's, that's interesting. Um, hm.
[AGENT][POSITIVE] OK. Well, I mean, if, if it comes down to it and you want to do that, we can help you with that. Um, just, just to let you know that'll save you some time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] That's, that's really odd that you can't make a payment online.
[AGENT][POSITIVE] Mm, OK. Anyway, I can help you with this, this certainly, but I just wanted, like I said, I was just letting you know so you can uh save you some time and not a problem. No problem. So that is 245 62 on invoice 6380706.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, I appreciate it.
[CUSTOMER][POSITIVE] Thanks so much.
[AGENT][NEUTRAL] OK, let's let me get that information all in here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If I could type.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That think agency.
[AGENT][NEUTRAL] February invoice.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And a quick question, uh, you're not trying to use, uh, a debit card on, on your, um, you try to play, I mean, when you try to pay online.
[CUSTOMER][NEUTRAL] No credit card, no, it, it's a credit card.
[CUSTOMER][NEUTRAL] Uh, gosh, it's been so long. No, I don't think so, but we tried to set up the bank account, yeah, OK, OK, so that could be why.
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] OK, because it won't let you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, it won't let you do a credit card, but that's, so, um.
[CUSTOMER][NEUTRAL] I'll I'll go back in and and look at it again.
[AGENT][NEUTRAL] What is that card number?
[CUSTOMER][NEUTRAL] OK, card number is [PII].
[AGENT][NEUTRAL] All right. Let me repeat that for you so I can make sure I've got it, got it right. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the name on the card, please?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Is that [PII] [PII] or a?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And then [PII] is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And the expiration date, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with that card, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, so today we're making a payment of 24562 for the February invoice and with the card ending in [PII]. Expiration [PII]. Security code is [PII] with the zip code of [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] All right. Thank you so much. And if you'll hold on one moment, I will get you the authorization ID.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome. Thank you.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, here it comes.
[AGENT][NEUTRAL] All right, and the authorization ID is 07414S as in Sam.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][NEUTRAL] All right, Miss [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that was it thank you appreciate your time.
[AGENT][POSITIVE] All right. No problem and thank you for calling APU and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] Bye.