AccountId: 011433970860
ContactId: 8870fc7d-024a-483d-be6a-b77f2cd70002
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334369 ms
Total Talk Time (AGENT): 122958 ms
Total Talk Time (CUSTOMER): 130848 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/8870fc7d-024a-483d-be6a-b77f2cd70002_20250129T19:19_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]. How are you?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I am good. So I have the new group admin. Her name is [PII].
[CUSTOMER][NEUTRAL] Uh, for group number 24.
[CUSTOMER][NEUTRAL] 286. Now that should be TA.
[CUSTOMER][NEUTRAL] PLLC.
[AGENT][NEUTRAL] 6 OK.
[CUSTOMER][NEUTRAL] And she's wanting to make a over over the phone payment. She is the new group admin um I did tell her to send an email to care team with the updated information so we can get that changed in our system.
[AGENT][NEUTRAL] OK, and I'll make sure to go over that just at the end to reinforce um to send that in writing.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yeah, uh, she did, she did verify the previous one and said that she's no longer there, but she's wanting to make a payment.
[AGENT][NEUTRAL] And she's wanting the payment.
[CUSTOMER][NEUTRAL] I have the invoice number and amount let me know when you're ready.
[AGENT][POSITIVE] I'm ready now.
[CUSTOMER][NEUTRAL] OK, so the invoice is 000637.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 569
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the amount is $297.68.
[AGENT][NEUTRAL] Alright, I have that pulled up. Let me just get logged into the Clover so I can take that.
[CUSTOMER][NEUTRAL] OK, no rush and let me know if you need her phone number.
[AGENT][NEUTRAL] Is it the one that she's calling from the, the [PII] number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]. All right, you can go ahead and send her over.
[CUSTOMER][POSITIVE] Alright, thank you, [PII], here she comes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, your name again please?
[AGENT][NEUTRAL] Uh, my name is [PII] Yeah. So I understand you'd like to make a payment on your January invoice that would be 637-756-9 for 29768.
[CUSTOMER][NEUTRAL] Free, OK.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] I am ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] You want a credit card or a check?
[AGENT][NEUTRAL] Uh, uh, to pay over the phone, it would need to be a credit card.
[CUSTOMER][POSITIVE] OK, no problem, it'll be an American Express.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [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] [PII].
[AGENT][NEUTRAL] And did you say [PII]?
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][NEUTRAL] All right. And would you like a copy of this uh receipt emailed to you?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, and what's that email address?
[CUSTOMER][NEUTRAL] It'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and then it's [PII].
[AGENT][NEUTRAL] All right, so I have uh [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, submitting that payment now.
[AGENT][NEUTRAL] And it was successful, so you should see that receipt in your email immediately and then um the customer service representative did let me know that you were needing to update the group admin, um, information and did she did did she let you know that you, um, we would need to see that request in writing, um, so like via email, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] To the care team [PII].
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, uh, no, that'll be all so I'll be receiving my receipt via email you said?
[AGENT][NEUTRAL] Yeah, it should be there now, um, or it may take, you know, a few more seconds, but it should go through immediately.
[CUSTOMER][NEUTRAL] Ah, you went into my junk mail, OK.
[CUSTOMER][NEUTRAL] Let me get you out of there.
[CUSTOMER][NEUTRAL] OK, never block center.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][POSITIVE] All right. Awesome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][POSITIVE] No, my processing the payment was my #1. #2 is gonna be changing the admin info. Thank you so much. I really appreciate your help.
[AGENT][POSITIVE] Yeah, no problem, [PII]. It's a pleasure assisting you and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You you too have a great day bye.