AccountId: 011433970860
ContactId: 82e13d8d-63f8-464a-89af-af5347b1c182
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267200 ms
Total Talk Time (AGENT): 68981 ms
Total Talk Time (CUSTOMER): 108928 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/82e13d8d-63f8-464a-89af-af5347b1c182_20250320T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a um I don't wanna call her group admin because she's not on the.
[CUSTOMER][NEUTRAL] File, but someone from a group that wants to make a payment they received the email from [PII].
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] It's 23826.
[AGENT][NEUTRAL] And who do, who's on the line? What's the name of the person?
[CUSTOMER][NEUTRAL] We're speaking with [PII].
[AGENT][NEUTRAL] Me.
[CUSTOMER][NEUTRAL] She said she received an email from [PII] um saying that the October invoice was oh outstanding. I have the invoice number for you if you need it and the amount you want to pay.
[AGENT][NEUTRAL] I have it uh pulled up. You can go ahead and, yeah.
[CUSTOMER][NEUTRAL] Oh, you got it? OK.
[CUSTOMER][NEUTRAL] All right, hold on one moment.
[CUSTOMER][POSITIVE] Hello [PII]. Hi, yeah, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK? OK.
[AGENT][NEUTRAL] Hi [PII]. This is [PII] in the billing department. How are you?
[CUSTOMER][POSITIVE] I'm good so I got an email saying we missed a payment back in October. I had no idea um I would have included it with other payments I made since then, so I don't want it to be any further delayed so I'll give you a credit card.
[AGENT][NEUTRAL] OK, yeah, um, I am showing you that October invoice [PII] or [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, let me get this information entered in so I can take your payment, um, and just give me one, about a minute.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, and um the name on the card is [PII], last [PII], and it's an Amex.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And last thing I need is the zip code.
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] The zip code?
[CUSTOMER][NEUTRAL] Oh, it's our office so it's [PII].
[AGENT][NEUTRAL] OK, and uh what email would you like me to send this receipt to?
[CUSTOMER][NEUTRAL] To [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I can read that back to you. I have [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I think it's sending that payment through.
[AGENT][POSITIVE] And it was successful. All right, [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, we're paid in full now, right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] OK, thank you, sorry about that, I didn't realize.
[AGENT][POSITIVE] No, it's no problem.
[CUSTOMER][POSITIVE] OK thanks have a good day bye.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Bye bye.