AccountId: 011433970860
ContactId: 85bf79b9-d8b2-444e-a3f2-ee400c63b90a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392239 ms
Total Talk Time (AGENT): 96818 ms
Total Talk Time (CUSTOMER): 140753 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/85bf79b9-d8b2-444e-a3f2-ee400c63b90a_20250618T14:35_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], this is [PII] over in customer care. How are you today?
[AGENT][POSITIVE] I'm, I'm good, [PII]. How are you today, hon?
[CUSTOMER][NEUTRAL] I'm good thank you for asking um I have I have [PII] on the line she's calling from [PII] and she needs to make some payments on some invoices. She does have 5 total.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Oh wow, OK.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Her name is just OK. Her name is [PII].
[AGENT][NEUTRAL] It's she's probably the same groups. Did you get a callback number for us, sweetie?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. It is gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I'll, I'll be transparent with you. I got the first group number, invoice number and amount. I did not get the other 4. I figured I would just let her give that to you.
[AGENT][NEUTRAL] That's fine. Yeah, that's absolutely fine. Sure, yeah, that's a lot. What's the first group you got and I was gonna write that down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the first group is 256-88.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's Petro Gas Group she did verify it and the invoice number she gave me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, with 638-823-8.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you
[CUSTOMER][NEUTRAL] And the amount being paid, do you want that?
[AGENT][POSITIVE] Yeah, I do. What is it? I'm sorry.
[CUSTOMER][NEUTRAL] OK, no worries, it's a $12,529.79.
[AGENT][NEUTRAL] Got it.
[AGENT][POSITIVE] All right. Thank you so much, [PII]. I'll be glad to help her.
[CUSTOMER][NEUTRAL] Alright, one second, I'll let her know I'm sending her over.
[AGENT][POSITIVE] OK, have a good day.
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][POSITIVE] Hey there, how are you today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] I'm doing great. Thank you so much for asking. This is [PII], is that right?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK, thank you, [PII]. OK, so you're calling to make some payments, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I have 5 different invoices and they're gonna come out of 4 different banks.
[AGENT][NEUTRAL] OK, are you paying with a credit card or you trying to pay with the bank and ACH?
[CUSTOMER][NEUTRAL] I, I want to pay ACH.
[AGENT][NEUTRAL] OK, that, that you have to schedule online. I'm not able to take that over the phone. I can only take a credit card over the phone.
[CUSTOMER][NEUTRAL] OK, well, I don't, I, the problem that I have is that I can't go online because we need 5 different email addresses and we don't have those ordinarily I do pay online, but I was told in one of my emails that I could pay with the routing number and account number over the phone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me double check my information, [PII]. I'm gonna place you on hold for just a moment to make sure I'm not mistaken, OK? Do you mind if I place you on hold for just a moment?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hey, thank you so much for holding. OK, yes ma'am, I did verify we're only able to take a credit or debit card over the phone.
[CUSTOMER][NEUTRAL] OK, alright, I'll have to have our accounts payable department mail a check or um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There was one other.
[CUSTOMER][NEUTRAL] Let me see, there was.
[CUSTOMER][NEUTRAL] Uh, hold on.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hold on, let me just.
[CUSTOMER][NEUTRAL] They'll either
[CUSTOMER][NEUTRAL] They'll either mail a check or they'll do an ACH.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It just might take a little bit longer for them to get to that, OK?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] No problem, and I'll note that we talked and that you're gonna be doing that. That's not a problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, very good.
[AGENT][POSITIVE] All right. Thanks, [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] No, that'll, yeah, that'll do it. I appreciate it.
[AGENT][POSITIVE] OK. You're welcome. Thank you so much. You have a great day, OK?
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.
[AGENT][NEUTRAL] All right, bye-bye.