AccountId: 011433970860
ContactId: 7f5b7a27-3606-4af0-bcd4-fa0f99378644
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221990 ms
Total Talk Time (AGENT): 57371 ms
Total Talk Time (CUSTOMER): 129069 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/7f5b7a27-3606-4af0-bcd4-fa0f99378644_20250313T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] I'm OK. How about yourself?
[CUSTOMER][POSITIVE] I'm good thank you so I have uh someone on the line who's wanting to make a payment on for a group.
[AGENT][NEUTRAL] All right. Let's see here.
[AGENT][NEUTRAL] What's that group number?
[CUSTOMER][NEUTRAL] OK, group number is 15156.
[CUSTOMER][NEUTRAL] For TradeStation Group.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] And the individual's name on the line is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh. With avid exchange.
[CUSTOMER][NEUTRAL] And the invoice number is 638.
[CUSTOMER][NEUTRAL] 1822
[CUSTOMER][NEUTRAL] And they said the amount being paid is $2,174.25.
[AGENT][POSITIVE] All right. I'm ready for [PII] whenever you are.
[CUSTOMER][POSITIVE] All right, well thank you so much and I hope you have a great afternoon.
[AGENT][POSITIVE] Thank you as well.
[CUSTOMER][POSITIVE] Thanks, [PII]. All right. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understand you're wanting to pay an invoice.
[CUSTOMER][NEUTRAL] Mhm. Yes, hi. So, yeah, please allow me to um.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Uh, introduce myself. This is [PII], or my name is [PII] from Avida Exchange. Um, please know that this call is recorded for quality assurance. So yeah, uh, I would like to make a payment on behalf of Tra Trade Station Technologies Inc. So yes, uh, let me know once you're, uh, ready for me to provide to you the, um, the card details, or do you have already the remittance details?
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] She's given me the amount of $2,174.25 for invoice number 63818 I'm sorry 1822.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Correct, so yeah, well I'm gonna provide to you now the card number. So that should be [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Expiration?
[CUSTOMER][NEUTRAL] That should be [PII] with the code [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] Mhm, that would, that should be [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Once I have this processed I'll get you an authorization number.
[CUSTOMER][POSITIVE] Mhm, yeah, take your time.
[CUSTOMER][NEUTRAL] And can I have your name or can you spell out your name before we end this call as well?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]
[CUSTOMER][NEUTRAL] mhm OK.
[AGENT][NEUTRAL] Alright, I have that authorization number for you.
[AGENT][NEUTRAL] It's 130.
[CUSTOMER][NEUTRAL] OK, can I have?
[AGENT][NEUTRAL] 061.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me confirm that should be 130061 correct?
[AGENT][NEUTRAL] That's right. Was there anything else I can help you with while we're on the phone?
[CUSTOMER][POSITIVE] Mhm I think that would be all for today, [PII]. So thank you so much again for your assistance. Have a great day from Avid Exchange. Mm goodbye for now.
[AGENT][POSITIVE] Thanks, you have a great afternoon too. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK. Bye-bye.