AccountId: 011433970860
ContactId: 6fdee926-bf30-483c-88d3-2e49b02a1a59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254910 ms
Total Talk Time (AGENT): 63055 ms
Total Talk Time (CUSTOMER): 96301 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/6fdee926-bf30-483c-88d3-2e49b02a1a59_20250403T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Achange on a recorded line, and I would like to make a payment on behalf of Trade Station Technologies INC. I do have here a group number as well as an invoice number. Will you be able to assist?
[AGENT][NEUTRAL] Yes, what's the group number?
[CUSTOMER][NEUTRAL] It is group number 15156.
[AGENT][NEUTRAL] And the invoice number?
[CUSTOMER][NEUTRAL] The invoice number is 6,384,420.
[AGENT][NEUTRAL] Alright, let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] What did you say your name was?
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[AGENT][POSITIVE] All right. Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Let me get all this logged in real quick and I will be able to assist you with that payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] And what, um, what amount are you wanting to pay?
[CUSTOMER][NEUTRAL] I will be paying the amount of $2,114.05.
[AGENT][NEUTRAL] 2114.05.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Mhm. The card number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] It is TradeStation Technologies.
[CUSTOMER][NEUTRAL] INC.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And what email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] Um, yeah. Uh, if you can provide me the confirmation number verbally, that would be fine.
[AGENT][NEUTRAL] All right, let me get that processed for you. All right, that's been processed and let me pull up the confirmation number real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, the confirmation number is 990.
[AGENT][NEUTRAL] 913.
[CUSTOMER][POSITIVE] OK, thank you so much and lastly, just for documentation purposes, could you please spell out your name for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you so much. I believe that's all for now. And on behalf of Achange, you have a wonderful day.
[AGENT][POSITIVE] Alright [PII], thank you for calling APL and you have a good day as well.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.