AccountId: 011433970860
ContactId: 96a20c6f-6188-4132-b94a-ba5271286ee0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311760 ms
Total Talk Time (AGENT): 132434 ms
Total Talk Time (CUSTOMER): 97266 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/96a20c6f-6188-4132-b94a-ba5271286ee0_20250616T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, this is [PII].
[CUSTOMER][POSITIVE] Yeah, um, uh, good morning.
[AGENT][NEUTRAL] Can I help you?
[CUSTOMER][NEUTRAL] Uh, actually, I'm calling from Haiku, Haiku Miami restaurant, and, uh, I need to make the payments, but I was unable to log in the port in, into the portal. So can you please tell me the another way where I can make the payment?
[AGENT][NEUTRAL] Are you using a debit card?
[AGENT][NEUTRAL] Or a credit card?
[CUSTOMER][NEUTRAL] Uh, actually I'm using the credit card number.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] I can get you over to billing and they can buy um.
[AGENT][NEUTRAL] They can verify uh that you can pay on um over the phone and they can help you we've launched a new online service center so I'm not sure if you're part of the agency or the broker but um.
[AGENT][NEUTRAL] They, you would have to set up a new online service portal.
[CUSTOMER][NEUTRAL] Actually, we are, uh, we are the uh accountant for the Haiku Miami. So we need to pay the bills.
[AGENT][NEUTRAL] You're the, yeah.
[AGENT][NEUTRAL] Right, but who are you with?
[CUSTOMER][NEUTRAL] Sorry, uh, actually, I'm, I'm from [PII] and we are the handling the uh accounted, uh, part of the [PII], so.
[AGENT][NEUTRAL] OK, what's do you have a group number?
[CUSTOMER][NEUTRAL] Just a second, uh, yeah, group, my group number is 8002.
[AGENT][NEUTRAL] OK, one more time.
[CUSTOMER][NEUTRAL] 8002.
[AGENT][NEUTRAL] And what's the group name?
[CUSTOMER][NEUTRAL] The group name is Haiku Miami.
[AGENT][NEUTRAL] Um, that's not what I have for.
[AGENT][NEUTRAL] This group number?
[AGENT][NEUTRAL] I guess I can't, so are you saying what's the, what's the group name that you're saying?
[CUSTOMER][NEUTRAL] Uh, I'm saying Haiku, H A I K U.
[AGENT][NEUTRAL] H
[AGENT][NEUTRAL] A I Q U.
[CUSTOMER][NEUTRAL] Oh, sorry, OK.
[CUSTOMER][NEUTRAL] K as in Kite.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So K as in kite.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I think I have an old invoice so.
[CUSTOMER][NEUTRAL] Can I tell that the invoice number?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, do you see?
[AGENT][NEUTRAL] I, I can't do anything with the invoice number. Do you see like a group number?
[CUSTOMER][NEUTRAL] Yeah, the group number is 80002.
[AGENT][NEUTRAL] Um, I don't have, that's not who I have as like what you're saying is the group name is not this group name.
[AGENT][NEUTRAL] Can you, can you spell the, the
[CUSTOMER][NEUTRAL] Group name is uh Pen.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Sorry, uh, just a second, uh, uh, group name is the Pandora.
[AGENT][POSITIVE] OK, perfect. Yeah, the.
[CUSTOMER][NEUTRAL] P A N D O R A. Yeah.
[AGENT][NEUTRAL] OK, uh, Pandora Pilates LLC.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so to to pay online moving forward this group needs to set up a new account.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] And then they can add you as a user right now I can get you over to billing and they can um if you wanna pay this time through billing if you have a credit or a debit we can do that is that what you wanna do?
[CUSTOMER][NEUTRAL] Uh, actually, I just need to confirm from with my client. So is it not possible to, you can share me, uh, uh, online credential details on my mail ID where I can pay, or you can share me the link on which where I can pay.
[AGENT][NEUTRAL] Um, the only thing you can do is you can email our care team and they can send you a copy of the invoice to pay.
[AGENT][NEUTRAL] Um, but that would come from our care team.
[CUSTOMER][NEUTRAL] So can you please tell me the mail ID of
[AGENT][NEUTRAL] But you
[AGENT][NEUTRAL] Yeah, it's just [PII].
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I will just drop the mail to the to the team.
[AGENT][NEUTRAL] Yes, email the care team and ask for your invoice, your group's invoice.
[CUSTOMER][POSITIVE] OK, sure. Thank you so much.
[AGENT][POSITIVE] OK, of course I hope you have a great day.
[CUSTOMER][POSITIVE] Have a good day
[AGENT][POSITIVE] Thank