AccountId: 011433970860
ContactId: 9000f8b6-40f2-436a-8003-dca69f9d6449
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238880 ms
Total Talk Time (AGENT): 55004 ms
Total Talk Time (CUSTOMER): 66301 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/9000f8b6-40f2-436a-8003-dca69f9d6449_20250325T16:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. I have a request to pay an invoice within 10 days. Is there a way I can pay by phone?
[AGENT][NEUTRAL] Uh, yes, ma'am. And your name is?
[CUSTOMER][NEUTRAL] [PII] in reference to the Gaoko Enterprises.
[AGENT][NEUTRAL] And what's that group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh-huh, that's what I don't have on this letter that I was sent and I don't have an actual invoice.
[AGENT][NEUTRAL] OK. What's the name of the group?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] It's Gulco Enterprises.
[AGENT][NEUTRAL] Is that Goo?
[CUSTOMER][NEUTRAL] Yes, G U L L C O.
[AGENT][POSITIVE] OK, thank you so much. And you say you received a uh a letter?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Well, I just need to know if he can be paid by phone with a check or credit card, and I'm gonna call Mr. [PII], the owner of the company, and let him know he can.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] on, I'm double checking to see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you can. Are you wanting to pay by credit card?
[CUSTOMER][NEUTRAL] I'm gonna give him the options, you just let me know what the options are.
[AGENT][NEUTRAL] Uh, you can pay by phone, and we do have an online service center where you can pay, uh, invoice through the online service center as well.
[CUSTOMER][NEUTRAL] OK, what's that, um, what's that link?
[AGENT][NEUTRAL] Uh, it's at [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What's the, what's before the app?
[AGENT][NEUTRAL] I'm sorry, say it again.
[CUSTOMER][NEUTRAL] What's before the app?
[AGENT][NEUTRAL] Before it secured?
[CUSTOMER][NEUTRAL] It's the billing.
[AGENT][NEUTRAL] No, that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will tell him to go to that site and make a payment and that side is you can pay ACH or credit card.
[AGENT][NEUTRAL] I think ACH.
[CUSTOMER][NEUTRAL] It doesn't say.
[CUSTOMER][NEUTRAL] ACH OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. So I'll give him a call. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL, Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You bye bye.
[AGENT][NEUTRAL] Bye.