AccountId: 011433970860
ContactId: 9f1b053a-c598-4890-a6a2-6a3aae4b92d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284269 ms
Total Talk Time (AGENT): 98377 ms
Total Talk Time (CUSTOMER): 72002 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/9f1b053a-c598-4890-a6a2-6a3aae4b92d9_20250108T22:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How about you?
[CUSTOMER][NEUTRAL] Doing alright thank you um I've got someone uh calling in uh behalf of a group trying to make a payment.
[AGENT][NEUTRAL] OK, what group is that?
[CUSTOMER][NEUTRAL] It's 252-40.
[AGENT][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I think that's what I'm on. Yeah.
[AGENT][NEUTRAL] Let me just get this site open real quick to take that payment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, what's the person's name?
[CUSTOMER][NEUTRAL] Oh, we're speaking with [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And the number on the screen, the one you gave for a good callback number?
[CUSTOMER][NEUTRAL] Um, I think so. I tried taking the callback number. He said, um, I don't think, uh, my keys must have not typed, uh, looked at it and um that's not a full number, so I do believe so though.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, and did he by chance mention which one he's wanting to pay?
[CUSTOMER][NEUTRAL] Uh, yes, invoice 637-5296.
[AGENT][POSITIVE] OK. All right, I'm ready for him.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the billing department. I understand you're wanting to pay an invoice.
[CUSTOMER][POSITIVE] Yeah, that's right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I just pulled up the um invoice that she gave me and it looks like.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Let me just make sure of this real quick.
[AGENT][NEUTRAL] I have that it's been turned in already. Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's pulling up now, let's see here.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] It just says check. OK, awesome.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, and are you wanting to pay the full amount due?
[AGENT][NEUTRAL] Uh, well, come.
[CUSTOMER][NEUTRAL] Yeah, 6,998 and 94 cents.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can take care of that.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] $6,998.94.
[AGENT][NEUTRAL] And boy
[AGENT][POSITIVE] Alright, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] You put up there are no fees, right?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] The card is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Expiration?
[CUSTOMER][NEUTRAL] It is um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] The code is [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the zip code for that card.
[AGENT][NEUTRAL] The billing zip code, sorry.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, once I get this processed I'll have an authorization number for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, my authorization number is 299.
[AGENT][NEUTRAL] 922.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can also send her a receipt via email if you'd like.
[CUSTOMER][POSITIVE] No, it's actually with the confirmation over the phone it's fine. Thank you very much. I appreciate it and what was your name once again?
[AGENT][NEUTRAL] My name is [PII]. Is there anything else I can help you with while on the phone?
[CUSTOMER][POSITIVE] [PII], thank you very much.
[CUSTOMER][POSITIVE] No, that's actually thank you.
[AGENT][POSITIVE] All right thanks have a great day. Thank you for calling ATL.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Bye bye.