AccountId: 011433970860
ContactId: 9aa5e6c9-37a1-4595-b58c-4fd5bfa9ecbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165600 ms
Total Talk Time (AGENT): 92967 ms
Total Talk Time (CUSTOMER): 80206 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/9aa5e6c9-37a1-4595-b58c-4fd5bfa9ecbb_20250612T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][POSITIVE] Hey, so, I'm good, sweetie. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good, I'm good, thank you.
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a group in the line that would like to make a credit card payment.
[AGENT][NEUTRAL] OK, let me talk to him. The site's down right now, but let me just let him know that I'll give him a call back. What's the name of the person? Yeah, I don't know because I don't know what's going on with it. Let me try to log into it one more time, OK? I know [PII] can't get into it either. I mean, you can try somebody else, but if I can't get into it, I don't think it's working. Yeah, well, who am I talking to, sweetheart?
[CUSTOMER][NEUTRAL] Oh boy. 00.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK. Her name is [PII].
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It's 257-81.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 25 spell the first name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] 00, that's pretty new. OK.
[AGENT][NEUTRAL] Did you get a callback number for?
[CUSTOMER][NEUTRAL] Um, yes, and she's accounts payable, um, it's [PII].
[AGENT][POSITIVE] Thank you, so. I'll be glad, I'll, I'll be glad so I can call her back. Thank you so much. I appreciate it.
[CUSTOMER][POSITIVE] You're welcome
[CUSTOMER][POSITIVE] OK. You're welcome. Here she comes. Have a good afternoon. Thank you. You're welcome.
[AGENT][NEUTRAL] All right OK.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye. Thank you for holding and being patient for Miss [PII]. I got Ms. [PII] on the line she's gonna assist you from here. Thank you so much. You're welcome have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Hey, good afternoon. How are you doing today?
[CUSTOMER][POSITIVE] Hi, I'm good.
[AGENT][NEUTRAL] That's good. I understand you're calling to make a credit card payment, is that correct?
[CUSTOMER][NEGATIVE] Yes, I can no longer do it online. I think we have to redo something she said there was something new that happened online so we haven't done our part and I don't know what email we have and I'm not the HR person I'm just the accounts payable person so I'm like let me just get this sucker paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yes, ma'am.
[AGENT][NEUTRAL] Well, right now, unfortunately, the credit card payment system is down. I've got this number for you, [PII]. Is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, uh-huh.
[AGENT][POSITIVE] May I give you a call back once it's up? I don't know. It says that they're working to fix the problem. Um, I don't really have a time frame. OK, yes, I'll definitely give you a call back, um, when it's up and we'll, we'll take that payment then. I'll make a note that we talked and I'm gonna be giving you a call back when it's up, OK?
[CUSTOMER][NEUTRAL] Yeah, that's fine that's my cell.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Great, yep.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][POSITIVE] Uh, you're welcome. Thank you, and I'll speak with you soon.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] All right bye bye.