AccountId: 011433970860
ContactId: 7c5b167a-0219-4fc0-924c-b323f87c9636
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298140 ms
Total Talk Time (AGENT): 81273 ms
Total Talk Time (CUSTOMER): 135452 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/7c5b167a-0219-4fc0-924c-b323f87c9636_20250605T14:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I wanted to call uh to pay an invoice um with my credit card.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh yes, this is Hoy shoe Company H O Y S H O E.
[AGENT][NEUTRAL] OK, and your name and the group number?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Um, my name is [PII], and the, um.
[CUSTOMER][NEUTRAL] Uh, the group number is 6968.
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and Ms. [PII], you verify the group number, or you already did. I'm sorry, the group mailing address, uh, email address and the phone number, please.
[CUSTOMER][NEUTRAL] Uh, the address is [PII]. Uh, the email is [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][POSITIVE] OK, thank you so much. And Miss [PII], uh, you say you're going to make a credit card payment, correct?
[CUSTOMER][NEUTRAL] Uh, well, I wanted to make sure that there's no fee involved with that.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, so I got an email um about uh a check that we sent out for um our past month's premium and something happened with the bank and it was returned so I wanted to take care of that past due amount um by credit card because I I don't know what happened with that check but it was returned and it didn't go through.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, yes, ma'am. And uh what's that invoice number?
[CUSTOMER][NEUTRAL] Um, oh, let's see here, sorry, hold on one second.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It looks like it is 638892-5.
[AGENT][NEUTRAL] 925. And OK, and that amount?
[CUSTOMER][NEUTRAL] It is 18342.
[AGENT][NEUTRAL] 8342 1 83 42.
[CUSTOMER][NEUTRAL] $183.42.
[AGENT][POSITIVE] OK, thank you so much give me one moment let me transfer you over to uh billing representative, OK?
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] Alright thank you ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, uh, this is [PII] and our care team.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hey, I have a group admin wanting to make a credit card payment.
[CUSTOMER][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] What's that group number?
[AGENT][NEUTRAL] 6968.
[AGENT][NEUTRAL] She said they trying to send a check, but it was returned back to them, so they wanna make a credit card payment.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Yeah, they probably sent it to the wrong address.
[CUSTOMER][NEUTRAL] We've got that new bank account and people are still sending it to the Region's account.
[AGENT][NEUTRAL] People don't live in [PII]. Her name is [PII].
[CUSTOMER][POSITIVE] OK, I think I'm ready for it. What's the name?
[CUSTOMER][NEUTRAL] What's the name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right. And the callback number?
[AGENT][NEUTRAL] Um, the one in the system [PII].
[CUSTOMER][POSITIVE] Awesome. OK, I'm ready for whenever you are. Oh wait, I just she tell you the invoice number?
[AGENT][POSITIVE] Awesome, and
[AGENT][NEUTRAL] She did. It's 638892-5.
[CUSTOMER][POSITIVE] Awesome, thank you though.
[AGENT][POSITIVE] All right, thank you, ma'am. Have a great one.
[CUSTOMER][POSITIVE] Thanks you as well.
[AGENT][NEUTRAL] Bye.