AccountId: 011433970860
ContactId: 75010a00-bab9-4c41-9ffc-aa3e5ec425c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238960 ms
Total Talk Time (AGENT): 70340 ms
Total Talk Time (CUSTOMER): 145029 ms
Interruptions: 4
Overall Sentiment: AGENT=2.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/75010a00-bab9-4c41-9ffc-aa3e5ec425c5_20250401T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm wonderful thanks for asking. Hey, I have a lady on the line who wants to pay 2 invoices.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, we're calling for group number 26,620.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name is [PII]. I did verify everything with the group and the number she's calling from the [PII] on the line, that's gonna be her good callback number.
[AGENT][POSITIVE] Alrighty. OK.
[CUSTOMER][NEUTRAL] Perfect and she's calling to pay invoice uh hold on, I pulled them up on Onase because she didn't have them invoice number 6386013 and 6383433 her March and her April invoice, um, and the total amount is, you know, I don't have a calculator, but it's 523.95 for both of them, um, double, double, you know what I mean? I did that make sense? OK.
[AGENT][NEUTRAL] For both of them, OK.
[AGENT][NEUTRAL] OK. Mhm. Yeah.
[CUSTOMER][POSITIVE] Thanks I really appreciate it, um.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And uh let me know whenever you're ready and then I'll introduce you when we join if that's OK.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Oh perfect and you said [PII], right? I heard you.
[CUSTOMER][NEUTRAL] Yes, OK, one sec.
[CUSTOMER][NEUTRAL] Hi Ms [PII], are you still here with us?
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][POSITIVE] Thank you so much for your patience. I have Ms. [PII] on the line she's going to be able to process that payment for you, OK?
[CUSTOMER][POSITIVE] Thank you so much [PII]. Hello Miss [PII] it's my pleasure.
[AGENT][POSITIVE] Hey, Ms. [PII], um, like she said, um, I'm gonna assist you with that payment today. I'm getting everything entered real quick and then I can, I'll be ready for that card number. I have a total of 1000.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] She told me, uh, she told you, right, for both of them. Just wanted to make sure, perfect.
[AGENT][NEUTRAL] Yes. Yes, ma'am. $1,047.90.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And give me.
[AGENT][NEUTRAL] All righty, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, give me one second. Where is that card? Mhm. I just had it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mm.
[CUSTOMER][NEUTRAL] All right, here we go. OK. It's American Express.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the name on the card?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII]. And the billing ZIP code is our ZIP code on record [PII].
[AGENT][POSITIVE] Perfect, thank you. And I'm gonna send that confirmation number to the email that we have on file, which is [PII].
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][POSITIVE] All right, let's get that finished processing. All [PII], Ms [PII], that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Good to go.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, no, no, you have a good one. As I was telling [PII], it's always a pleasure speaking to someone who's a little more uplifting on the telephone as opposed to going through the work motions.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Perfect, no problem. Well, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] All right, have a good one.
[CUSTOMER][POSITIVE] Thank you, my dear. Bye-bye. Uh-huh.
[AGENT][POSITIVE] Thanks. Bye.