AccountId: 011433970860
ContactId: 833bf94a-27c8-497f-92ac-a4755904bf5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278980 ms
Total Talk Time (AGENT): 88531 ms
Total Talk Time (CUSTOMER): 112060 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/833bf94a-27c8-497f-92ac-a4755904bf5b_20250110T15:40_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] with the care team. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] Hey, I'm doing great thank you so much for asking. I've got a lady on the line she's calling to um make a payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the group number and her name?
[CUSTOMER][NEUTRAL] OK, her name is [PII]. The group number is 26,740.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she's calling on behalf of a third party, so.
[AGENT][NEUTRAL] Oh, like [PII].
[CUSTOMER][POSITIVE] Yeah, yeah, and I got like the the invoice number period and amount for you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one second, I'm just getting over pulled up.
[CUSTOMER][POSITIVE] You take your time. I'm here all day, girl.
[AGENT][NEUTRAL] And it's Friday. I think I think it's Friday. I think I think it's Friday, it was it Thursday.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Oh, verification thing.
[AGENT][NEUTRAL] OK, I have the invoice pulled up. Is it the one that ends in 8302?
[CUSTOMER][NEUTRAL] Yes, it is for $1,208.32.
[AGENT][POSITIVE] All right, yeah, I got it. You can go ahead and send her over.
[CUSTOMER][POSITIVE] OK perfect thank you so much and I'll introduce you, Miss [PII] when we join. is that OK?
[AGENT][POSITIVE] Yeah, that's perfect. Thank you.
[CUSTOMER][POSITIVE] Hey, it's my pleasure. Thank you.
[AGENT][NEUTRAL] Totally 32.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yes, is this [PII]? Yes, it is. I have Miss [PII] on the line um she's going to take over the call and she'll be able to help you process payments, OK? OK, thank you thank you bye bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is, yeah, this is again [PII] um from the virtual card team. Is it OK if I record the call for quality and training purposes?
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, so I understand that you are calling to make a payment on invoice 637-8302 for 120832, and that's for group number 26,740.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Just uh getting some information entered in and I'll be ready to take that payment in just a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][POSITIVE] Thank you. The card number is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, did you say [PII]? I'm sorry, I'm sorry. Did you say [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or.
[CUSTOMER][NEUTRAL] One, I will repeat the card number again. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] Expires at [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] Security code [PII].
[AGENT][NEUTRAL] And last thing I need is the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, would you like a copy of this receipt emailed to you or just a confirmation number over the phone?
[CUSTOMER][NEUTRAL] Confirmation verbally, yes.
[AGENT][POSITIVE] Alright, submitting that payment now, and it was successful.
[AGENT][NEUTRAL] Let me go ahead and grab the confirmation number for you.
[AGENT][NEUTRAL] It's gonna be 683-269.
[CUSTOMER][NEUTRAL] 683-269.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much for assisting me with the payment. You have a great day. Bye.
[AGENT][POSITIVE] You too, [PII] it's been a pleasure. Thank you, bye.