AccountId: 011433970860
ContactId: 96a36e34-4e65-4025-9560-8673c3ac5b3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261390 ms
Total Talk Time (AGENT): 103062 ms
Total Talk Time (CUSTOMER): 132802 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/96a36e34-4e65-4025-9560-8673c3ac5b3b_20250509T19:21_UTC.wav
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[AGENT][POSITIVE] Good, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is, uh, [PII] from, uh, the land Construction, and I, I would like to make a payment on, um, my account that that is past due for some reason. You guys didn't get March, um, or April, so I would like to pay over the phone if I could.
[AGENT][NEUTRAL] Uh, what is the group number, please?
[CUSTOMER][NEUTRAL] Group number is 21649.
[AGENT][NEUTRAL] OK, thank you, and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] OK, and please verify the group name and the mailing address.
[CUSTOMER][NEUTRAL] Yes, it's the Land Construction Company and the address is [PII].
[AGENT][NEUTRAL] OK. And your email address and the callback number?
[CUSTOMER][NEUTRAL] The email is uh [PII]. And you, you want the phone number as well?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am and give me one moment I'm transfer you to a representative, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you want to pay by, uh, you're welcome and you want to pay by credit card? March and April, OK.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] March and April, yeah.
[CUSTOMER][NEUTRAL] Uh, by check, by a check, yes, if I could.
[AGENT][NEUTRAL] You said by check?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or the account number by uh you know the bank information.
[AGENT][NEUTRAL] Oh, OK, yes ma'am. um, well, I'm not sure. I know they can take credit card, but hold on one moment I'll transfer you to a representative, OK?
[CUSTOMER][NEUTRAL] Thank you, yeah, because I, I called yesterday because I tried to do it online, but it doesn't let me uh when I go to um the account uh all I can see is the account information, you know, the routing number and the account number, uh, but I can't make a payment online or anything like that, so I, I, I asked if I could call today and pay, you know, over the phone, and they told me yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] In the beginning of the work and between.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Who's RS
[AGENT][NEUTRAL] I want to know if she could pay.
[CUSTOMER][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], uh, this is [PII] with Care Team. I have, um, a group admin on the phone wanted to make a payment.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] For a group, uh, for March and April.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And I told, oh, I'm sorry, I'm gonna give you the group number is uh 21649.
[CUSTOMER][POSITIVE] You're, you're funny.
[CUSTOMER][NEUTRAL] Alright, 21649. OK, I got that.
[AGENT][NEUTRAL] Yeah, and I asked her if she want to pay by credit card if she wants to give the account information. I didn't know we can do that and she said she tried to pay through the OSC but she wasn't able to.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, let me help her. Yeah, you're right, we can't do it. We have to have a credit card, but I, I'll be glad to talk to her.
[AGENT][POSITIVE] Awesome, you're right.
[CUSTOMER][NEUTRAL] What's her name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, alright, sweetie, I'll talk to her.
[AGENT][POSITIVE] Thank you, ma'am. Have a great one.
[CUSTOMER][POSITIVE] You're welcome. You too, dear.
[AGENT][NEUTRAL] Uh right. I'm trying to find the right button.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I can't
[AGENT][NEUTRAL] Oh, no, which one? No, she's on Lord.
[CUSTOMER][POSITIVE] You got it. There you go.
[CUSTOMER][NEUTRAL] Uh, I always get confused just.
[AGENT][NEUTRAL] Oh, I guess we call maybe.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][POSITIVE] If if you leave call I'm on my computer, so that's fine. You just leave the call and I'll, I'll, I'll catch you. That's good.
[AGENT][POSITIVE] Alright. Thank you. Have a great day and weekend and happy Mother's Day.
[CUSTOMER][NEUTRAL] That's all that
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] All right bye.
[CUSTOMER][NEUTRAL] Alright bye.