AccountId: 011433970860
ContactId: 8a8e8551-9c14-48d1-b018-e3e6ba37630a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415869 ms
Total Talk Time (AGENT): 160112 ms
Total Talk Time (CUSTOMER): 128739 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/8a8e8551-9c14-48d1-b018-e3e6ba37630a_20250421T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, I was calling. I wanted to make a payment over the phone for an invoice.
[AGENT][POSITIVE] OK, sure I can help you with that um can you provide me with your group number please?
[CUSTOMER][NEUTRAL] Sure, uh, 247-47.
[AGENT][POSITIVE] Thank you. And what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Let's see, and are you calling with the group or with the agent's office?
[CUSTOMER][NEUTRAL] Uh, with the group?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here, can you just verify with me please the group address and email address on file?
[CUSTOMER][NEUTRAL] Sure, the, uh, the group address is [PII].
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][NEUTRAL] Perfect, thank you [PII] and um just to confirm the number that you're calling from that ends in [PII], is that a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][POSITIVE] Yep, that number is good.
[AGENT][NEUTRAL] OK perfect thank you for that information um let me get logged into that system real quick um while I'm doing that, can you please verify the invoice number that you're wanting to make a payment for?
[CUSTOMER][NEUTRAL] Uh yes, it is 638-541-6.
[AGENT][NEUTRAL] OK, and what is the payment amount?
[CUSTOMER][NEUTRAL] And the payment amount is gonna be.
[CUSTOMER][NEUTRAL] Um, 114767.
[AGENT][NEUTRAL] Alright, give me just one moment.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so that was 114767.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] OK, I've got everything entered in here on my end and I'm ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] Alright, the card number is.
[CUSTOMER][NEUTRAL] Uh, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that expiration date?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, and the security code?
[CUSTOMER][NEUTRAL] And this is [PII].
[AGENT][NEUTRAL] OK, and then that zip code.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, thank you for that information. So just to confirm, I'm gonna go ahead and process that payment for $1,147.67. And if you give me just a moment, I can give you a confirmation number as well.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, I have that confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, it is 05886 and the letter G as in girl.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I got one more question. Um, I'm online on the portal and it's showing that invoice 6382829 is still open but uh we made a payment on [PII] for that invoice.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me take a look real quick.
[CUSTOMER][NEUTRAL] Or we made a payment towards that invoice um I we usually mail a check for the rest of the amount.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Yes, so I see it looks like the payment made on [PII] was that credit card payment. Let me check and see if we got the the remaining payment for that.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] You said that they're normally sent by check for the difference?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, it looks like that's why it's still showing open. I don't show that we've received a difference yet. Do you happen to have the check number or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me
[CUSTOMER][NEUTRAL] Yeah, I'm looking right now. Give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, OK, so that was my mistake. I never, uh, we'll issue that check, um, for that to pay the both of these for the difference.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure, OK, I'll just make a note then that that payment will be sent for both.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then the address I think it's I saw that there was an updated address to send the payments to.
[AGENT][POSITIVE] Yes, let me provide you.
[CUSTOMER][NEUTRAL] Um, is that address the um.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] I believe so. Let me pull up, let me pull it up and make sure that those numbers are correct, those [PII] numbers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[CUSTOMER][POSITIVE] Yeah, I just wanna make sure it gets to the right place.
[AGENT][NEUTRAL] OK, yes, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect. Alright, I will go ahead.
[AGENT][NEUTRAL] Um, and then also address it to.
[AGENT][NEUTRAL] Um, just address it to [PII] and then include that [PII] number, OK?
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][POSITIVE] OK, alright, perfect, uh, we will get this out uh either today or tomorrow for you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, no problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] No problem. OK, perfect. Well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Nope, that was it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yes thank you you too.
[AGENT][NEUTRAL] Uh, bye-bye.
[CUSTOMER][NEUTRAL] Bye.