AccountId: 011433970860
ContactId: 874e0bd5-9a25-49ce-ae8a-49f97ba4fdc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301619 ms
Total Talk Time (AGENT): 94950 ms
Total Talk Time (CUSTOMER): 117172 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/874e0bd5-9a25-49ce-ae8a-49f97ba4fdc7_20250325T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEGATIVE] I'm, I'm fine other than this phone system is about to drive me crazy today. It's, I guess it's not that I don't know. Nothing is different except I went on vacation and came back and now it's a problem.
[CUSTOMER][NEUTRAL] Uh, can you hear me all right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so I have a gentleman by the name of [PII] on the line to make a credit card payment for group number 24747.
[CUSTOMER][NEUTRAL] For Chase Roofing and contracting.
[CUSTOMER][NEUTRAL] And I have given him the email carry to send to the care team to have some of the the group contact name and phone number updated because he says the person that we have listed hasn't been with the company for a while.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so that he's gonna be doing that. The invoice that he's paying on is for March and it's 638.
[CUSTOMER][NEUTRAL] 2829
[CUSTOMER][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] He says it's 11:47.67.
[AGENT][NEUTRAL] 11, what did you say? 11.
[CUSTOMER][NEUTRAL] 4047.67.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] For March.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 11, 0 come on 114767. That is not what the invoice total is.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's what he said, mhm.
[AGENT][NEUTRAL] Um, OK, you can send them to me.
[CUSTOMER][POSITIVE] OK all right well thank you so much have a good day.
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][POSITIVE] Alright thanks bye bye.
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I wanted to make a payment with the credit card, um, for the March invoice.
[AGENT][POSITIVE] OK, I can help you with that. Um, let me get it all logged in real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so while that's all pulling up, I have the March invoice in the amount of 126569.
[CUSTOMER][NEUTRAL] Yeah, we're paying 114767 and then we're mailing a check for the uh for the difference.
[AGENT][NEUTRAL] OK, I wanna check for.
[CUSTOMER][NEUTRAL] If you wanna make a note of that, I mean we do it every month, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, let me get my other screen pulled up.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Well, I can
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Why is this not
[AGENT][NEUTRAL] Alright, 11.
[AGENT][NEUTRAL] Come on computer work with me today.
[AGENT][POSITIVE] Great honors.
[AGENT][POSITIVE] All righty, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] Alright, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] Is [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] Expiration date?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and I'm gonna send this to the email address that we have on file which is accounting at [PII].
[CUSTOMER][POSITIVE] Yep, that's correct.
[AGENT][NEUTRAL] Accounting [PII].
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] All righty, [PII], that's been processed and that confirmation number will be received shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, that was it thank you I appreciate it.
[AGENT][POSITIVE] All right, [PII], thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] All right you too thanks.
[AGENT][POSITIVE] Thank you.