AccountId: 011433970860
ContactId: 7cb45ac6-30b1-46a8-8d58-6e3884e39c45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 495940 ms
Total Talk Time (AGENT): 236802 ms
Total Talk Time (CUSTOMER): 164072 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/7cb45ac6-30b1-46a8-8d58-6e3884e39c45_20250529T16:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Meet Billing. How may I help you?
[CUSTOMER][NEUTRAL] Well, hello, Ms. [PII]. This is [PII] in the care team.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I've got um I've got Miss [PII] on the phone and she is with group number 13149.
[CUSTOMER][NEUTRAL] She is wanting to make a payment. The callback number is the one that's showing up for us.
[CUSTOMER][NEUTRAL] And she's paying $165.37 for invoice number 6389487.
[AGENT][NEUTRAL] And you have [PII], and you verified the group and everything?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] That's on the phone.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And everything is verified.
[AGENT][NEUTRAL] You said who is on the phone? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], I thought you said [PII] for some reason, uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, I do. It's been a long morning for me.
[AGENT][NEUTRAL] I do apologize.
[AGENT][NEUTRAL] Oh, man. And you said that, um, he's wanting to make a payment?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right. Thank you so much. I can handle it.
[CUSTOMER][POSITIVE] You're welcome. OK, thank you. Bye, Male.
[AGENT][POSITIVE] You're welcome. Thank you.
[AGENT][NEUTRAL] Good afternoon [PII]. This is [PII] in group billing. Um, I understand a good callback number for you is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] I know it.
[CUSTOMER][NEUTRAL] Uh-huh. It is.
[AGENT][NEUTRAL] All right, thank you. And um you're calling on group 131.
[CUSTOMER][NEUTRAL] Hold on one second. She can't hear me. Yeah, it's group 13149 for Diny Foods, and I'd like to pay the full amount on my credit card. It's [PII] and the invoice number is 6389487.
[AGENT][NEUTRAL] 49 for DD food. OK.
[AGENT][NEUTRAL] OK. Oh.
[AGENT][NEGATIVE] OK, just a moment. I got to get some, I mean, it locked me out.
[AGENT][NEGATIVE] It won't keep me logged.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, um, what is your direct billing extension by the way? It's not listed. I call every month and I can never figure it out.
[AGENT][NEUTRAL] Um, you just, it goes through our automatic like that, so.
[AGENT][NEUTRAL] It's the [PII].
[CUSTOMER][NEUTRAL] OK, so I can't click the number right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, no, I mean like once I get to like the um.
[CUSTOMER][NEUTRAL] Extensions for that like the automated menu I always go to 3. Is there a better way to reach billing without having to be on hold and talk to the group premium people first?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm afraid not. It just automatic and I understand, I understand and I do apologize. So
[CUSTOMER][NEUTRAL] Or is this just uh I'm just streamlining my day. OK, that's fine.
[CUSTOMER][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] OK, so just let me know when you're ready and I have my card.
[AGENT][NEUTRAL] OK, just a moment. It's still, like I said, I have to go all through the whole thing again to get.
[AGENT][NEGATIVE] Logged in and I do apologize because like I said, it don't keep me logged in.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I guess like a lot of stuff it don't.
[AGENT][NEUTRAL] With the financial stuff, it don't leave you logged in, so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Mhm, it's a good safety measure.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and you said you're wanting to make a payment, so let's get all this information in for [PII] 37.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is invoice 6389487.
[AGENT][NEUTRAL] That is the June.
[AGENT][NEUTRAL] All right, [PII], what is um
[AGENT][NEUTRAL] That card number.
[CUSTOMER][NEUTRAL] Alright, my card number is [PII].
[AGENT][NEUTRAL] All right. So I'm gonna repeat this. So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the name on the card and the name on the card?
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] um, it's OK. I'm used to it.
[AGENT][NEUTRAL] The I, I'm sorry.
[AGENT][NEUTRAL] And I plainly heard you say that.
[CUSTOMER][NEUTRAL] Uh, it's OK, it's fine, I promise I'm so used to it.
[AGENT][NEGATIVE] My fingers don't want to work.
[CUSTOMER][NEUTRAL] I thought about changing at one point.
[CUSTOMER][NEUTRAL] be there
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I needed that.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] What is your expiration date?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And so, um.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The the what.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with that card, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, so today we're making a payment of 165 37 for invoice number 639487.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With the card ending in [PII]. Expiration is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the code is [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] All righty. Yeah, hold on just a minute. I will get that.
[AGENT][NEUTRAL] Authorization ID.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Here we go, come out.
[AGENT][NEUTRAL] And that wants to move when you want it to.
[CUSTOMER][NEUTRAL] Oh, I feel you.
[AGENT][NEUTRAL] All righty. So that authorization ID is 060098.
[CUSTOMER][POSITIVE] Alrighty I sure appreciate you.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, I don't think so.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] Alright, you do the same bye bye.
[AGENT][POSITIVE] Thank you, bye bye.