AccountId: 011433970860
ContactId: 9ce7aae6-00ce-46eb-9047-78e482726dd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278010 ms
Total Talk Time (AGENT): 81553 ms
Total Talk Time (CUSTOMER): 116022 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/9ce7aae6-00ce-46eb-9047-78e482726dd1_20250130T18:04_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], this is [PII]. I've got [PII] hey.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I've got [PII] Chase on the phone and he is calling with Media relations group [PII], that's the right group. Let me look.
[AGENT][NEUTRAL] Yes, sir, ma'am.
[CUSTOMER][NEGATIVE] Let me look. It didn't pull in. I must have typed something wrong.
[CUSTOMER][NEUTRAL] Let me look again.
[CUSTOMER][NEUTRAL] 247-47.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Chase Roofing and contracting, he is calling because he wants to pay 2 invoices. I've got the invoice numbers that the amount that he wants to pay.
[AGENT][NEUTRAL] OK, give me one second, let me log into this real quick to get that payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, which numbers you got?
[CUSTOMER][NEUTRAL] 637-520-3.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 637-7643
[CUSTOMER][NEUTRAL] Both of them are in the amount of $1,088.67.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I got it. Thank you, ma'am. I'll take them whenever you're ready.
[CUSTOMER][POSITIVE] OK, thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understand you're wanting to pay a couple of invoices.
[CUSTOMER][POSITIVE] Yep, that's correct.
[AGENT][NEUTRAL] Alrighty, let's see here, she told me it was gonna be for the December and January invoices?
[CUSTOMER][POSITIVE] Yep, that's correct.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, but it's not gonna be the full payment. It's, um, did she tell you the amount I'm paying on each one?
[AGENT][NEUTRAL] She just told me the amount of the invoices so no sir I do not uh have that.
[CUSTOMER][NEUTRAL] Excuse me, alright, so for invoice 637-5203.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That's a December invoice, um, we're paying $1,088.67.
[CUSTOMER][NEUTRAL] And then for the January invoice.
[AGENT][NEUTRAL] You said 67.
[CUSTOMER][NEUTRAL] And then the January invoice we're paying the same amount $1,088.67.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So that'll be 2, yeah, $2,177.34.
[CUSTOMER][POSITIVE] Yep, that's correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Alright, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Expiration?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me get this processed and once I have that I can give you an authorization number.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, that number is 021.
[AGENT][NEUTRAL] 15 G as in
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] I can also send an email with the receipt if you'd like.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, you can send it to the accounting at [PII].
[AGENT][NEUTRAL] OK, I'll get that over there. Is there anything else I could help you with while we're on the phone?
[CUSTOMER][NEUTRAL] And then uh we're gonna mail a check for the remaining amount on those two invoices. I don't know if you wanna make a note or put a note in there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Sure will. I will do that.
[CUSTOMER][NEUTRAL] So that we get, get those uh caught up.
[AGENT][POSITIVE] All righty. I definitely will. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right, nope, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great rest of your week.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thanks, bye bye.