AccountId: 011433970860
ContactId: 9dcdd6fd-983b-403d-a303-a88288a97178
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285579 ms
Total Talk Time (AGENT): 72288 ms
Total Talk Time (CUSTOMER): 128657 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/9dcdd6fd-983b-403d-a303-a88288a97178_20250625T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII]. Um, I have a group on the line trying to make a credit card payment.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 16759.
[AGENT][NEUTRAL] OK, let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] OK. And it's gonna be for the [PII].
[AGENT][NEUTRAL] Goldco Enterprises.
[CUSTOMER][NEUTRAL] Yes, and I got Mr. [PII] on the line.
[AGENT][NEUTRAL] I'm on computer.
[AGENT][NEUTRAL] Um, OK, send it to me.
[CUSTOMER][POSITIVE] OK. Here he comes. Have a good day.
[AGENT][NEUTRAL] You too
[CUSTOMER][POSITIVE] Thank you, thank you for holding and being patient for you, Mr. [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][POSITIVE] OK, thank you very much. You're welcome have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Like she said, my name is [PII] and I'll be getting that credit card payment for you. I've got it in the amount of $2,0028.64.
[CUSTOMER][NEUTRAL] you said $2,028?
[AGENT][NEUTRAL] And 64 cents.
[CUSTOMER][NEUTRAL] 6, yeah, that sounds about right. I don't, I haven't.
[CUSTOMER][POSITIVE] That sounds about right. I just, uh, didn't have the time to try and, uh, go through this, the new process of paying it myself and, uh, because I'm, I'm going to be going out of town, uh, later on, and I wanna take care of it before I leave so I appreciate uh you taking the time to help me.
[AGENT][POSITIVE] No problem. Let me finish getting it all entered real quick.
[AGENT][POSITIVE] Alrighty, I am ready for that card number.
[CUSTOMER][NEUTRAL] OK dokey. Um,
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] Going to give you uh.
[CUSTOMER][NEUTRAL] OK, are you ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] You know what, I, I, I, I, I'm, I'm going to change that. Can I change that? Do you mind?
[AGENT][NEUTRAL] The card number?
[CUSTOMER][NEUTRAL] OK, no, that, yeah, that, that's OK. I'll go ahead and play and, and I'll give you this one. That's OK. Uh, I'm gonna give it to you one more time. Uh, do you need me to? I was gonna put it on another card, but that's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, because I, I, I deleted it.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Uh, so you, you want me to go ahead and give you, um, that's.
[AGENT][NEUTRAL] Yes, the card number.
[CUSTOMER][NEUTRAL] The card OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] That process.
[AGENT][NEUTRAL] Alrighty, Mr. [PII], that's been processed and you'll receive that confirmation number shortly to the email address that we have on file. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it. And you said that that that that invoice is like 2, I'm sorry, you said the invoice is like 2,022,00028 cents or $28 something like that, 2000.
[AGENT][NEUTRAL] All right. Well.
[AGENT][NEUTRAL] Yes, $2,000,028.64.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][POSITIVE] OK. All right. Thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You too, ma'am. Thank you, bye bye.
[AGENT][POSITIVE] Thank you.