AccountId: 011433970860
ContactId: 83b8f0b3-6257-404a-b4f8-d389ac13077c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258220 ms
Total Talk Time (AGENT): 81915 ms
Total Talk Time (CUSTOMER): 100886 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/83b8f0b3-6257-404a-b4f8-d389ac13077c_20250131T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] how are you? this is [PII].
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good thank you. I have a um somebody from [PII] trying to make a payment on the group.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] You have the group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, the group number is 25,240.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, do you have the invoice number?
[CUSTOMER][NEUTRAL] I do. It's 637-886-4.
[AGENT][NEUTRAL] and the amount?
[CUSTOMER][NEUTRAL] Um, he said $6,0048.33.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Come on computer, not today. Don't be like this.
[CUSTOMER][NEUTRAL] End of the week
[AGENT][NEUTRAL] Come on already. All right. uh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This group's already
[AGENT][NEUTRAL] Submitted the um submitted the invoice.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] On the online service center.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Hang on one second, let me see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] See you actually submitted it. The group did on the [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see how they usually pay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bill or card payment.
[AGENT][NEUTRAL] OK, it looks like the group must just be submitting the invoices and then.
[AGENT][NEUTRAL] Doing the payment, OK, you can send it to me.
[CUSTOMER][NEUTRAL] OK, and his name is [PII]. The callback number is [PII].
[AGENT][NEUTRAL] No, you
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Mr. [PII]. I got Ms. [PII] on the line. She's in the group billing department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Perfect, so thank you so much and what's what's her name? [PII]
[CUSTOMER][POSITIVE] All right perfect thank you so much uh I have a wonderful day. You're welcome thank you you too Mr.
[AGENT][POSITIVE] Alright, let me get everything entered real quick and then I can take that card payment.
[CUSTOMER][NEUTRAL] So, um.
[AGENT][NEUTRAL] All right, I'm ready for the card number.
[CUSTOMER][NEUTRAL] And there are no additional fees for this transaction, right?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Perfect. Car number would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Expiration date [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] He's the code [PII] and this payment is for [PII] with 33 cents, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the email to send the confirmation number to?
[CUSTOMER][NEUTRAL] Yes, you please send that to [PII].
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Alright, that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, don't tell us everything. [PII], right? Is that your first name?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Well thank you so much [PII] to Maya. Have a wonderful day and a great weekend. Take care.
[AGENT][POSITIVE] Thank you you as well and thank you for calling APO.