AccountId: 011433970860
ContactId: 9d6adfa1-81f4-45ed-a6b6-f75346ff7125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193389 ms
Total Talk Time (AGENT): 89240 ms
Total Talk Time (CUSTOMER): 57274 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/9d6adfa1-81f4-45ed-a6b6-f75346ff7125_20250103T16:01_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], good morning. This is uh [PII] and uh I'm calling because uh I wanted to make a a payment on our group premium account, and I want to see if I could do that over the phone with a credit card.
[AGENT][NEUTRAL] Yes sir, you can do that X [PII], what is your group number?
[CUSTOMER][NEUTRAL] My group number is 80025.
[AGENT][POSITIVE] OK, let me look up that group for you real quick it [PII] so you can make that payment.
[AGENT][NEUTRAL] OK and then what is the um invoice number that you're paying on today?
[CUSTOMER][NEUTRAL] So I'm gonna be paying two invoices um.
[CUSTOMER][NEUTRAL] The one of them is.
[CUSTOMER][NEUTRAL] It's 0006376008.
[AGENT][NEUTRAL] OK, and how much are you paying on that one?
[CUSTOMER][NEUTRAL] The 286 10.
[AGENT][NEUTRAL] OK, and then the 2nd invoice number?
[CUSTOMER][NEUTRAL] Um, I don't have that invoice in front of me, but it would be the one for the month of November.
[AGENT][NEUTRAL] November. OK.
[CUSTOMER][NEUTRAL] I think those are the two that
[CUSTOMER][NEGATIVE] That fell through the cracks somehow.
[AGENT][NEUTRAL] OK, alright, [PII], what I'm going to do is I'm gonna go ahead and transfer you now on over to group billing so that they can take that payment over the telephone for you.
[AGENT][POSITIVE] So it's gonna be a brief hold while I transfer you on over and somebody will be with you shortly. We appreciate you calling today. I hope you have a good rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Appreciate it. Same to you.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got uh [PII] on the phone. He is with group 80025.
[AGENT][NEUTRAL] And he's calling to make payment on.
[AGENT][NEUTRAL] Two invoices. The first one is 0006376008.
[AGENT][NEUTRAL] In the amount of $286.10.
[AGENT][NEUTRAL] But he also wants to pay November's bill, but he doesn't know the invoice number or the amount.
[CUSTOMER][NEUTRAL] OK, um, I can, uh, take those from him, uh, I can get that information. I can give the information to him if you wanna send my. What's his name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send him over.
[AGENT][POSITIVE] OK, thanks, [PII] have a good day. Bye bye.
[CUSTOMER][POSITIVE] You too, thank you.