AccountId: 011433970860
ContactId: 7187057b-e5bb-49be-ba03-44d9016118e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438260 ms
Total Talk Time (AGENT): 147304 ms
Total Talk Time (CUSTOMER): 229319 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/7187057b-e5bb-49be-ba03-44d9016118e6_20241230T13:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. Happy holidays.
[AGENT][POSITIVE] Happy holidays to you as well. How are you today?
[CUSTOMER][POSITIVE] Oh, I'm doing good how about you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. May I ask your name?
[CUSTOMER][NEGATIVE] My name is [PII] and I'm calling to make a payment that I totally forgot to make a payment this month and I came to the office today I'm like I haven't paid the APNL and I and I know, and you know how I remember, I'll be very honest because I got your bill and I'm like, I don't remember paying this is sure enough I didn't pay so I I go, you know, that's the first thing I'm gonna do right now, make a payment.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Well, we can certainly assist you with that, [PII]. And it's for the group.
[CUSTOMER][NEUTRAL] Uh, group number 80056.
[AGENT][NEUTRAL] Thank you. What is the group name and address, please, ma'am?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's 10,200.
[CUSTOMER][NEUTRAL] [PII], is it [PII]? Yeah, [PII] after being a week out it's like I have to get back. I know. Oh, I know, trust me.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I know it's hard, isn't it?
[AGENT][NEUTRAL] For sure. And what is a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have that invoice number and amount?
[CUSTOMER][NEUTRAL] Uh, mm, hold on, cause I have the new one. So I wanna pay the, the one for December. Hold on, I give it to you now. Hold on. Mm.
[CUSTOMER][NEUTRAL] Hold.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Mm OK, where are we? Oh, maybe I have it here on APL. Let me see.
[CUSTOMER][NEUTRAL] Yeah, hold on.
[AGENT][POSITIVE] Just take your time.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Here it is hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have to look for it here and and you know what, and by the way, is there a way that you could tell me?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Now that because somehow I haven't, I mean I know I pay you guys in November that much I know.
[CUSTOMER][NEUTRAL] Because I did call. oh, I don't have, I don't have it. I'm sorry, I do not have it the.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's not a problem. I can get that. You're gonna pay it.
[CUSTOMER][NEUTRAL] But it's for December.
[AGENT][NEUTRAL] December, let me just get that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Pull it up real quick.
[AGENT][POSITIVE] See if I can get that for you.
[CUSTOMER][NEUTRAL] And can you do me a favor, can you give me, can you give me November's invoice number? because I have to enter November in our system.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's see. November's number is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Slowly but surely.
[CUSTOMER][NEUTRAL] Hold on for a minute. Who's calling me from here?
[CUSTOMER][NEUTRAL] Hol hold on hold on hold on just for a minute, OK? Good morning.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm doing good. How's [PII]?
[CUSTOMER][POSITIVE] Good, good. I'm glad, I'm glad.
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] Oh yeah, they have let me call you back in one minute. I'm sorry, uh, OK, hold on just for a minute. What was the number again? I'm sorry.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] For November's invoice it was of course the 30s in front and then 637.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 637.
[AGENT][NEUTRAL] 354 7.
[CUSTOMER][NEUTRAL] 3354-7 and that's for November and it's for the same amount, correct? The um 65,160, correct?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, and for December, the invoice number actually, yeah, for December quarter invoices.
[AGENT][NEUTRAL] 6376039 same amount 65,160.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, and this is 5160. OK, perfectly that I have it because I have the [PII], so OK.
[AGENT][NEUTRAL] Yes ma'am. Well, [PII], if you don't mind holding just one quick moment, let me get to a billing representative that can process that payment for you.
[CUSTOMER][NEUTRAL] OK. Sure, sure.
[CUSTOMER][POSITIVE] Perfect thank you and happy holidays.
[AGENT][POSITIVE] Happy holidays to you as well, [PII]. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[AGENT][POSITIVE] Hi, [PII]. Happy, happy New Year.
[CUSTOMER][POSITIVE] Happy New [PII] to you.
[AGENT][NEUTRAL] I have group number 80056.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 80056.
[AGENT][NEUTRAL] Collar services.
[CUSTOMER][NEUTRAL] If I can get my fingers to working.
[AGENT][NEUTRAL] I know, girl.
[CUSTOMER][NEUTRAL] Too early in the morning.
[AGENT][NEUTRAL] I'm hearing you.
[AGENT][POSITIVE] I think I'm going for another cup of coffee soon.
[CUSTOMER][NEUTRAL] Um, I hear you. OK.
[CUSTOMER][NEUTRAL] All right. You verified everything?
[AGENT][NEUTRAL] I did verify everything. Now I have [PII] on the line. She's not the group contact, but she's wanting to make a payment for the December invoice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] And I can give you the invoice number and amount.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, they supposed early this morning, aren't they?
[AGENT][NEUTRAL] I'm telling you.
[AGENT][NEUTRAL] And like
[CUSTOMER][NEUTRAL] They probably like everybody else, trying to make it go, go.
[AGENT][NEUTRAL] Get back in it and get it going.
[CUSTOMER][NEUTRAL] Get back mhm.
[CUSTOMER][NEUTRAL] So the December payment.
[AGENT][NEUTRAL] Yeah, for the [PII].
[CUSTOMER][NEUTRAL] OK, and the amount?
[AGENT][NEUTRAL] 651 60.
[CUSTOMER][NEUTRAL] OK, and the good callback number, please?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII] and I verified the group information.
[CUSTOMER][POSITIVE] All righty. Thank you so much. You can send Miss [PII] on and I will get her taken care of.
[AGENT][POSITIVE] All right. Let me get her on the line. Thank you, and I hope you have a great day. If I don't talk to you again a very happy New Year to you.
[CUSTOMER][POSITIVE] You as well. Thank you, [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][POSITIVE] All right, Ms. [PII], I have [PII] on the line, and she's going to assist you with processing that payment, and you have a very safe and happy New Year.
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][POSITIVE] Likewise to you, thank you so much for your help.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Good morning Miss [PII]. This is [PII] in group billing. Um, [PII] said that you're wanting to make a payment on.