AccountId: 011433970860
ContactId: 795facf5-17bc-4768-8c7b-84fb85dae533
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199419 ms
Total Talk Time (AGENT): 61209 ms
Total Talk Time (CUSTOMER): 82140 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/795facf5-17bc-4768-8c7b-84fb85dae533_20250306T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer care. um I have a group admin on the line who just needs to make a payment.
[AGENT][POSITIVE] What's a great number.
[CUSTOMER][NEUTRAL] [PII] for senior and child management services.
[AGENT][NEGATIVE] Stop going.
[AGENT][NEUTRAL] Get out, get out, uh.
[AGENT][NEUTRAL] There we go, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, do you have the invoice number?
[CUSTOMER][NEUTRAL] Yes ma'am, invoice she gave me was 6381247.
[CUSTOMER][NEUTRAL] And the amount of $565.19 and we are speaking with [PII].
[AGENT][NEUTRAL] Alright, send them to me.
[CUSTOMER][POSITIVE] Alright, here she comes. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, I wanted to make a payment by phone.
[AGENT][NEUTRAL] Alrighty, I can help you with that. You're wanting to make the February payment in the amount of $565.19?
[CUSTOMER][NEUTRAL] It's um yeah but it's 56519.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Right, yes.
[AGENT][NEUTRAL] Let me get that entered real quick.
[AGENT][POSITIVE] Alrighty I'm ready for that card number.
[CUSTOMER][NEUTRAL] Uh, oh, I was gonna pay with a check with a.
[AGENT][NEUTRAL] We can only do debit card or credit card over the phone.
[CUSTOMER][NEUTRAL] Uh, no, no, no, I can't do it, it, uh, but can I do it online with.
[AGENT][NEUTRAL] Yes ma'am, through the online service center.
[CUSTOMER][NEUTRAL] Um, because I, OK, sorry, no, I, I don't have a credit card for this, but how do I do it if I'm logged into my account online, do you know how to.
[AGENT][NEUTRAL] Yes, ma'am. So you just simply click on the invoice number.
[CUSTOMER][NEUTRAL] What do you mean?
[CUSTOMER][POSITIVE] Yeah, no, don't worry
[AGENT][NEUTRAL] And let the billing details open up at the bottom of the screen.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And from there, um, above the social security number column there's a submit invoice.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh yeah, submit invoice.
[AGENT][NEUTRAL] And then it'll ask you pay by check or pay by one time ACH or EFT. I'm not really sure what the wording is.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK, I see it. Oh, and it has my number in it already my, yeah, I've done this before. I forgot.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][POSITIVE] OK good good so it's done then OK great thank you.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] All right, no, thank you very much.
[AGENT][POSITIVE] All right, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] OK you too thanks bye.