AccountId: 011433970860
ContactId: 6faba282-14f0-42e2-a06b-6bd5a3343f2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347140 ms
Total Talk Time (AGENT): 108323 ms
Total Talk Time (CUSTOMER): 82147 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/6faba282-14f0-42e2-a06b-6bd5a3343f2c_20250228T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in um customer services. How are you?
[AGENT][MIXED] I'm good, having some computer issues, but I'm good.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEGATIVE] Yeah, I was on I was about to call support, but then I got a call, so I was like crap because I forgot to put my, my availability to change it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh no, well, I have a group admin on the phone. Her, her name is [PII] with group 24559 wanting to make a payment on their account.
[AGENT][NEUTRAL] OK, I'm gonna try to make sure I can get this pulled up. You said the 24599.
[CUSTOMER][NEUTRAL] 245-59.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] And I verified the address and she gave me her phone number but she was so fast I couldn't get it wrote down.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, right, give me one second. I just logged in, make sure I can get logged in.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, you can go ahead and send her over and I'll get the invoice information and stuff from her.
[CUSTOMER][POSITIVE] All right. Thank you and have a good day. Here she is.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, you are.
[AGENT][NEUTRAL] OK, I understand you were calling to uh make a credit card payment for an invoice, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and which invoice would you like to pay?
[CUSTOMER][NEUTRAL] It's 637-637-9.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] For 65233.
[CUSTOMER][NEUTRAL] Um, no, we're paying 566. 56.
[AGENT][NEUTRAL] Oh, OK, sorry, I, I do see that um you guys had a um termination, so 55656.
[CUSTOMER][NEUTRAL] The adjustment, yeah.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 6376379.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] All right. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and expiration date and security code?
[CUSTOMER][NEUTRAL] Uh, expiration is [PII].
[CUSTOMER][NEUTRAL] And the security code is [PII].
[AGENT][NEUTRAL] Alright, and last thing I need is the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And would you like that copy of the receipt emailed to your email, the um [PII]?
[CUSTOMER][NEUTRAL] No, I would like a receipt sent to [PII] in accounts [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I have [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] And that payment was successful, so you should see that receipt pretty much immediately. Um, is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, can I get the authorization number?
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] It is 03532.
[AGENT][NEUTRAL] Q, the letter Q.
[CUSTOMER][NEUTRAL] OK. And then um what I didn't catch your name cause you were kind of garbled at the beginning. Did you say [PII]?
[AGENT][NEUTRAL] Yeah, my name's [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Got it. OK, I got that and I do see the receipt in our inbox, so I think we're good.
[AGENT][POSITIVE] Awesome, [PII], it was a pleasure assisting you and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you so much. You too.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye-bye.