AccountId: 011433970860
ContactId: 8ebd6c08-e4ee-48a9-8367-2e1b3ffc1b19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354179 ms
Total Talk Time (AGENT): 115169 ms
Total Talk Time (CUSTOMER): 132891 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/8ebd6c08-e4ee-48a9-8367-2e1b3ffc1b19_20250127T15:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling with APL. How you doing today?
[AGENT][NEUTRAL] I'm OK. Um, how are you?
[CUSTOMER][POSITIVE] I'm doing wonderful thank you for asking um Miss [PII], I have Miss [PII] on the phone and she is calling to make a payment for her, uh, group's invoice. I did verify everything. I have her group number is 26233.
[AGENT][NEUTRAL] Alright, and then she's gonna pay, she wanna pay the January invoice?
[CUSTOMER][NEUTRAL] Yes ma'am, that January invoice.
[AGENT][NEUTRAL] All right. Let me
[AGENT][NEUTRAL] Is getting Clover pulled up so I can take the payment.
[CUSTOMER][NEUTRAL] You bet you and then her callback number is the one she's calling from and the same one in the system.
[AGENT][NEUTRAL] And what was her name again?
[CUSTOMER][NEUTRAL] Yes, Ms. [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Sorry, always ask to send like a verification code like every 2 weeks.
[CUSTOMER][NEUTRAL] Oh no, it's fine, and it's like Monday, Things just move a little different on Mondays I think.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I'm logged in now you can go ahead and send her over.
[CUSTOMER][POSITIVE] Perfect, Miss [PII] and I'll or I'll transfer her to you, but I will do that but I'll introduce you when we join.
[AGENT][POSITIVE] OK. All right. Thank you.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][POSITIVE] I am awesome thank you. I have Miss [PII] on the line. She's with our billing department and she's gonna be able to help process payment for you, OK?
[CUSTOMER][POSITIVE] Thank you so much. My pleasure you take care.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] in the billing department. Um, I understand that you would like to make a payment on your January invoice for 26201. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually it looks like your um the January invoice is 6753 um because we have a credit issued for [PII] for October um termination.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Say that again, I'm sorry.
[AGENT][NEUTRAL] Um, [PII], um, it looks like we have a note that she was terminated on Octo in October, uh, she has a termination date of [PII], um, so we issued a credit.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] She.
[CUSTOMER][NEUTRAL] Yeah, she shouldn't have been OK so alright I'm gonna have to talk to our broker about that because previously it was [PII] and her son.
[CUSTOMER][NEUTRAL] And her son was terminated, but [PII] should not have been. OK, so she is still showing up on my January invoice so that does make sense. So then what is the amount I owe now?
[AGENT][NEUTRAL] The amount is 6753.
[CUSTOMER][NEUTRAL] 6763. OK, can I pay that?
[AGENT][NEUTRAL] 6753 so yeah so 67 yeah no you're fine.
[CUSTOMER][NEUTRAL] 53, sorry.
[CUSTOMER][NEUTRAL] Got it. OK. OK.
[AGENT][NEUTRAL] Alright, so I'll get that 753.
[AGENT][NEUTRAL] And then this invoice 6378086.
[AGENT][NEUTRAL] So I was just getting information entered.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, the card is [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I'm so sorry. It looks like maybe I missed a digit. Could you repeat that for me, please? I'm sorry.
[CUSTOMER][POSITIVE] Mhm, no, you're good. It's [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] All right. And would you like a copy of this receipt emailed to you?
[CUSTOMER][POSITIVE] I would love that if you can do it, yeah.
[AGENT][NEUTRAL] And you want me to send it to the [PII]?
[CUSTOMER][POSITIVE] That'd be perfect.
[AGENT][POSITIVE] All right, [PII], that payment was successful. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, just that. Thank you so much.
[AGENT][POSITIVE] No problem. You have a great day and it's a pleasure assisting you.
[CUSTOMER][POSITIVE] Thank you you too bye.