AccountId: 011433970860
ContactId: 9b99f7be-d923-45c0-b3db-a660fc9efe14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312290 ms
Total Talk Time (AGENT): 111285 ms
Total Talk Time (CUSTOMER): 96968 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/9b99f7be-d923-45c0-b3db-a660fc9efe14_20250403T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, I have a group that's wanting to make a payment.
[AGENT][NEUTRAL] OK, uh, what's the group number?
[CUSTOMER][NEUTRAL] It's 243-49.
[AGENT][NEUTRAL] All right, and who are we speaking with?
[CUSTOMER][NEUTRAL] I'm speaking with [PII].
[CUSTOMER][NEUTRAL] And the email address that she verified is on the admin screen?
[AGENT][NEUTRAL] OK, give me a second.
[AGENT][NEGATIVE] No, why am I lying? It's being weird. Every time I go to ENTL, it won't work. I have to open a new screen.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, you said 243-49?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That should be MD distributing.
[AGENT][NEUTRAL] OK, I see it. All right, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, thank you so much, here she comes.
[CUSTOMER][NEUTRAL] Some memento.
[AGENT][NEUTRAL] Hi, this is [PII] in the department. I'm speaking with [PII].
[CUSTOMER][NEUTRAL] It is it's her. I already gave the other representative all my information.
[AGENT][NEUTRAL] Yeah, I understand that you're calling to, no, it's OK. I understand you were calling to make a payment, yeah.
[CUSTOMER][NEUTRAL] But you need it again.
[CUSTOMER][NEUTRAL] Make a payback mhm.
[AGENT][NEUTRAL] Give me one second, just getting logged in, uh, so I can take that payment.
[CUSTOMER][NEUTRAL] Mhm yeah
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Is it better that I email email you guys at billing?
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Or it's better I call in for a credit card.
[AGENT][NEUTRAL] Yeah, if you wanna make a payment with a credit card, we have to take it over the phone, yeah.
[CUSTOMER][NEUTRAL] Calling, OK.
[AGENT][NEUTRAL] And so that will be your April invoice for 4-1559.
[CUSTOMER][POSITIVE] That's correct, that's true, yeah.
[AGENT][POSITIVE] Good, all right.
[CUSTOMER][NEUTRAL] Do you have the card number there or?
[AGENT][NEUTRAL] No, we don't save any card information so I have to get that from you, yeah, but, uh, I'll let you know when I'm ready for that, um, because we have to have to enter in some information about the payment first.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] No problem, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] 2nd.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Alright, let's
[AGENT][NEUTRAL] So that was [PII].
[CUSTOMER][NEUTRAL] No, no, it, uh, OK, you're saying something else. Oh, you're putting the amount.
[AGENT][NEUTRAL] Yeah, and then the invoice number is 63853448.
[CUSTOMER][NEUTRAL] Yeah, 1450.
[AGENT][NEUTRAL] 243 4
[AGENT][NEUTRAL] In the the
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and the expiration date and the security code, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And last thing I need is the zip code.
[CUSTOMER][NEUTRAL] Last name of the card?
[AGENT][NEUTRAL] So the last thing, uh, the zip code please.
[CUSTOMER][NEUTRAL] Oh, the zip code it's [PII].
[AGENT][NEUTRAL] Alright, and did you want a copy of this receipt emailed to you or just a confirmation number over the phone?
[CUSTOMER][NEUTRAL] Um, email receipt at payables if you if you don't mind [PII] pharma.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] On international right payables with an S at the end [PII].
[CUSTOMER][NEUTRAL] With an S.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] So it says it's [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, and that payment.
[CUSTOMER][NEUTRAL] Yeah, F A R M A mhm.
[AGENT][POSITIVE] Alright, and that payment was successful. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's all thank you have a good day.
[AGENT][POSITIVE] No, no problem. Thank you for calling ACL. You have a great day.
[CUSTOMER][NEUTRAL] You too bye.