AccountId: 011433970860
ContactId: 9cf3610c-9942-4322-9607-dfe3652f621d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353369 ms
Total Talk Time (AGENT): 168467 ms
Total Talk Time (CUSTOMER): 100521 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/9cf3610c-9942-4322-9607-dfe3652f621d_20250311T15:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I would like to pay for an invoice.
[AGENT][NEUTRAL] OK, are you you're calling to pay a group invoice, is that correct?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Yes ma'am, well I can partially help you. What I will need to do is to pull up the group's information and verify a few things with you for security, and then I can get you connected with someone who can process that payment for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] With or without an [PII], [PII]?
[CUSTOMER][NEUTRAL] No [PII]
[AGENT][NEUTRAL] OK, thank you. And your last name?
[AGENT][NEUTRAL] Of course
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is the group number?
[CUSTOMER][NEUTRAL] The group number
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That you're calling on?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 15821.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, [PII], so if you could please verify the name of the group and the address.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Is it CP franchising LLC?
[AGENT][NEUTRAL] And the address for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you and the contact name for that group?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And her her email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and what is the invoice number that you're calling to pay on please?
[CUSTOMER][NEUTRAL] 638-18777
[AGENT][NEUTRAL] OK, that was 638-18777. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the amount uh that you will be paying, please.
[CUSTOMER][NEUTRAL] $1,745.29.
[AGENT][NEUTRAL] OK, thank you. Alright, so if you will give me just one moment, I can get you connected to some with someone who can process the payment for you and is there anything else so [PII] that I can help you with before I do that?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL. I hope that you have a very nice day and [PII], one last question you do work with the group, is that correct?
[CUSTOMER][NEUTRAL] I do what? Sorry.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Are you employed with this group?
[CUSTOMER][NEUTRAL] Oh, yes. I work for the.
[AGENT][NEUTRAL] OK. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I just said I work for them.
[AGENT][POSITIVE] OK, alright, well I will be happy to get you connected now so thank you again for calling APO and I hope that you have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes ma'am, thank you as well.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm good. Are you feeling better?
[CUSTOMER][NEGATIVE] A little bit still tired.
[AGENT][NEUTRAL] Yeah, bless you. I'm sorry. Um, I have someone with a group on the line to make a payment on an invoice. The group number is 15821 for CP Franchising LLC Cruise planners.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Hang on, my computer's being slow.
[AGENT][NEUTRAL] I have
[AGENT][NEUTRAL] OK. And while you're waiting on, I mean, while that's coming up, I've verified all the group's information and this lady is not the contact, but again, she's just wanting to pay the invoice.
[CUSTOMER][NEUTRAL] As long as she just wants to pay and don't want no more information I can do that. Do you have the invoice number?
[AGENT][NEUTRAL] Right. We can take your money. I do. 638-1877. And she said the amount is $1,745.29.
[CUSTOMER][NEUTRAL] OK, and then that
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Why is this not coming about?
[AGENT][NEUTRAL] And the lady on the line, her name is [PII].
[CUSTOMER][NEGATIVE] Hang on, I'm having to open up another line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's not going to cooperate.
[CUSTOMER][NEUTRAL] OK, CP franchise and LLC, OK, and you said this is [PII] on the phone.
[AGENT][NEUTRAL] Mhm. Uh-huh.
[AGENT][NEUTRAL] This is, yeah, her name is [PII].
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][POSITIVE] All right. Well, thank you very much. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] All right, thanks. Bye-bye.