AccountId: 011433970860
ContactId: 7b854e40-8ed5-4c8f-970f-ee7644d533bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271420 ms
Total Talk Time (AGENT): 85347 ms
Total Talk Time (CUSTOMER): 78861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/7b854e40-8ed5-4c8f-970f-ee7644d533bd_20250603T14:50_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, I wanted to make a payment on uh group billing.
[AGENT][NEUTRAL] OK, I could take that payment for you. um, what was your name?
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] What was your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yep, it's uh [PII].
[AGENT][NEUTRAL] Thank you and then do you have that group number?
[CUSTOMER][NEUTRAL] Yep it is 247-47.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Is that uh Chase Roofing and uh contracting?
[CUSTOMER][POSITIVE] Yep, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you would, [PII], can you verify the address for the business please?
[CUSTOMER][NEUTRAL] Yep, it's [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and then do you have the invoice uh number uh that we'll be making a payment on today?
[CUSTOMER][NEUTRAL] Uh, yes, it's uh it's 0006388033.
[AGENT][NEUTRAL] OK thank you and then how much are we paying on that today?
[CUSTOMER][NEUTRAL] Um, so I'm paying over the phone. I'm paying 1,008866, and then uh we're gonna mail a check for the, uh, the remaining balance.
[AGENT][NEUTRAL] Got it. OK, thank you so much for all of that information, [PII]. Give me just a moment I'm gonna put you on a brief hold while I reach out to our billing department we could get this payment taken from you.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] Doing all right, thank you. Um, I've got uh
[AGENT][NEUTRAL] I'm sorry, uh, got a group on the he's not the kind we have, but he's just wanting to make a payment for the group.
[CUSTOMER][NEGATIVE] Hey, I'm sorry, you're cutting out really bad. What?
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEGATIVE] You're cutting out like really, really bad. Hold on.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I don't know if it's me or if it's you.
[AGENT][NEUTRAL] I don't know. Can you hear me OK now?
[CUSTOMER][NEUTRAL] Yeah, what's the group number?
[AGENT][NEUTRAL] It's 247-47.
[CUSTOMER][NEUTRAL] And who do we have on one?
[AGENT][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] He did give me the invoice number.
[CUSTOMER][NEUTRAL] OK, and was he able to
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Uh oh, I was just asking if he was able to verify um the information.
[AGENT][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] Yes, um, I do have the invoice number and then the amount that he'll be paying as well.
[CUSTOMER][NEUTRAL] Is it 638-803-3?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he's paying with the credit card?
[AGENT][NEUTRAL] Yes, um, he said he's paying $1,088.66 on this, and they'll be paying the rest through a check.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send me over.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Mm