AccountId: 011433970860
ContactId: 960552cd-7b1f-414b-9be7-487ab351b958
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256589 ms
Total Talk Time (AGENT): 72928 ms
Total Talk Time (CUSTOMER): 111732 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/960552cd-7b1f-414b-9be7-487ab351b958_20250214T18:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I have a [PII] rep on the other line that needs to make a payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so it's for group 15156.
[AGENT][NEUTRAL] One.
[AGENT][NEUTRAL] 15156.
[CUSTOMER][NEUTRAL] Mhm. Did I write it down wrong? Hold on. 1515. It should be the TradeStation.
[AGENT][POSITIVE] Um, that's not a problem.
[AGENT][NEUTRAL] The what?
[CUSTOMER][NEUTRAL] The Trade Station Group, group number 15156.
[AGENT][NEUTRAL] I wonder why it didn't pull up and.
[CUSTOMER][NEUTRAL] Ryan and on base has been doing its own thing today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um, OK, what, um, what other information?
[CUSTOMER][NEUTRAL] Is invoice number 6381291?
[CUSTOMER][NEUTRAL] For $2,134.11.
[CUSTOMER][NEUTRAL] Am I speaking with [PII]
[AGENT][NEUTRAL] Uh.
[AGENT][NEGATIVE] I'm not even gonna attempt to pronounce it.
[AGENT][NEUTRAL] At the time, I can barely understand them when they're reading the card number. Um.
[CUSTOMER][NEUTRAL] Talking, right.
[AGENT][NEUTRAL] OK, uh, let's see one.
[AGENT][NEUTRAL] [PII] 1291 OK.
[AGENT][NEUTRAL] Alright you can send them to me.
[CUSTOMER][NEUTRAL] Alrighty hold on one moment.
[CUSTOMER][NEUTRAL] Hello [PII]?
[CUSTOMER][POSITIVE] Hello, hello ma'am. Hi, thank you so much for holding I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright, well she said my name is [PII] and let me get everything entered real quick and I will take that payment for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, thank you so much. Uh, by the way, [PII], my name is [PII] and I'm from Avid Exchange and we are on a recorded line just for security purposes only.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, your name is [PII], right?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] A [PII], yeah. Sorry for that.
[AGENT][NEUTRAL] Alright, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Yeah, uh, before that, may I confirm that I'm gonna be paying for the invoice number 6381291 for $2,134.11. Is that right, ma'am?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. Um, here's the card number, [PII].
[AGENT][NEUTRAL] Uh, the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][POSITIVE] Yes, ma'am, correct.
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, that's been processed and the confirmation number's been emailed to [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, nothing, nothing, no. Thank you so much, um, [PII], for your help and have a great day from Avid Exchange. Bye for now.
[AGENT][POSITIVE] All right, thank you for calling APL and you have a good day as well.