AccountId: 011433970860
ContactId: 8f6718a3-9d0c-4846-ac87-07163519d448
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373720 ms
Total Talk Time (AGENT): 132219 ms
Total Talk Time (CUSTOMER): 135987 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/8f6718a3-9d0c-4846-ac87-07163519d448_20250313T16:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Avid Exchange on a recorded line. I would like to make a payment on behalf of TradeStation Technologies Incorporated or Inc. Could you assist me on making this? Mhm.
[AGENT][NEUTRAL] OK, did you
[AGENT][NEUTRAL] OK, you said that your name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Um, no, it's [PII]. It's [PII], [PII], like a stone. Mhm. Correct.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hi, [PII], and what company are you with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, I'm from Avid Exchange and I'm calling on behalf of TradeStation to process the payment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Yes, sir, but just one, yes, sir, just one moment. Did you say Abbott, A B B O T T?
[CUSTOMER][NEUTRAL] Mhm, not sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Avid avid.
[AGENT][NEUTRAL] AVID.
[CUSTOMER][POSITIVE] Like avid AVID, correct.
[AGENT][NEUTRAL] Exchange.
[CUSTOMER][NEUTRAL] Exchange like letter X for X-ray then the word change mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what is your callback number first off, please, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, that should be [PII].
[AGENT][NEUTRAL] OK, thank you. And you're wanting to make a payment for a group, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yes I can partially help you with this, [PII]. I will need to verify some information with you first and then I can get you connected with someone who can process the payment for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That would make.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the group number that you're calling on behalf of?
[CUSTOMER][NEUTRAL] That should be 15156.
[AGENT][NEUTRAL] 15156. Thank you. One moment.
[CUSTOMER][POSITIVE] Correct, mhm.
[AGENT][NEUTRAL] And again if you would give me the name of the group first off.
[CUSTOMER][NEUTRAL] The card, correct? The card name?
[CUSTOMER][NEUTRAL] So that's just the first service.
[AGENT][NEUTRAL] The name of the group that you're calling on behalf of?
[CUSTOMER][NEUTRAL] Mhm, uh, that should be Trade Station Technologies Inc.
[AGENT][NEUTRAL] What company?
[CUSTOMER][NEUTRAL] Right, I have.
[AGENT][NEUTRAL] OK, thank you and what is the invoice number that you're calling on behalf of?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that should be 638-182-2.
[AGENT][NEUTRAL] And the amount that you will be paying today?
[CUSTOMER][NEUTRAL] Mhm. That should be $2,174.25 or I mean, um, let me check, double check first.
[CUSTOMER][NEUTRAL] Oh yeah, that's correct. 2174 and 25 cents.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, just one moment, please.
[AGENT][POSITIVE] OK, so I will be happy to get you connected with someone who can process that payment for you. Is there anything else that I could help you with first?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that would be all, mhm.
[AGENT][POSITIVE] OK, so please remain on the line and I will connect you with someone that, that can do that for you and thank you again for calling APL if that's all I can help you with and I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Mhm.
[AGENT][NEUTRAL] OK, [PII], one moment.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm OK. How about yourself?
[AGENT][NEUTRAL] I'm good, thank you. So I have uh someone on the line who's wanting to make a payment on for a group.
[CUSTOMER][NEUTRAL] Alright, let's see here.
[CUSTOMER][NEUTRAL] What's that group number?
[AGENT][NEUTRAL] OK, group number is 15156.
[AGENT][NEUTRAL] For TradeStation Group.
[CUSTOMER][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] And the individual's name on the line is [PII].
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Uh-huh, with avid exchange.
[AGENT][NEUTRAL] And the invoice number is 638.
[AGENT][NEUTRAL] 1822.
[AGENT][NEUTRAL] And they said the amount being paid is $2,174.25.
[CUSTOMER][POSITIVE] All right, I'm ready for [PII] whenever you are.
[AGENT][POSITIVE] All right. Well, thank you so much and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you as well.
[AGENT][POSITIVE] Thanks, [PII]. All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.