AccountId: 011433970860
ContactId: a2ae22d4-e5a9-49c9-a0a2-55a92cd1bd61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252520 ms
Total Talk Time (AGENT): 118787 ms
Total Talk Time (CUSTOMER): 98665 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/a2ae22d4-e5a9-49c9-a0a2-55a92cd1bd61_20250311T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good. Are you feeling better?
[AGENT][NEGATIVE] A little bit still tired.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Hang on, my computer's being slow.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][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 she again she's just wanting to pay the invoice.
[AGENT][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?
[CUSTOMER][NEUTRAL] Right, we can take your money. I do. 638-1877. She said the amount is $1,745.29.
[AGENT][NEUTRAL] OK, and then that
[AGENT][NEUTRAL] Why is this not coming up?
[CUSTOMER][NEUTRAL] And the lady on the line, her name is [PII].
[AGENT][NEGATIVE] Hang on, I'm having to open up another line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It's not to cooperate.
[AGENT][NEUTRAL] OK, CP franchise and LLC OK and you said this is [PII] on the phone?
[CUSTOMER][NEUTRAL] Mhm. Uh-huh.
[CUSTOMER][NEUTRAL] This is, yeah, her name is [PII].
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][POSITIVE] All right. Well, thank you very much. Have a great day, [PII].
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] All right, thanks. Bye-bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, I wanna pay for an invoice. Yes, I wanna pay for an invoice.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Let me get all of this entered real quick and I can take that payment for you.
[AGENT][NEUTRAL] My computer is being.
[AGENT][NEGATIVE] Really slow today, so bear with me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All righty, Ms. [PII]. I'm ready for that card number.
[CUSTOMER][NEUTRAL] Um, can it be via the bank via ACH?
[AGENT][NEUTRAL] No, ma'am. Over the phone, it's got to be a debit card or credit card.
[CUSTOMER][NEUTRAL] Oh, so, um, how do I pay via ACH? Is it automatically?
[AGENT][NEUTRAL] No, we don't have any we don't, we don't do any sort of um bank draft at the group level, um.
[AGENT][NEUTRAL] Let's see here, um.
[CUSTOMER][NEUTRAL] Uh, because all my old invoices were paid via the bank, so.
[AGENT][NEUTRAL] So that would be something that was set up between you and uh between the group and the bank and that's something that y'all have to initiate on y'all's end we don't do that on our end.
[AGENT][NEUTRAL] But there is an option of being able to pay on our online service center um and the contact person that we have is [PII] and it does look like um she has access to our online service center and it does look like the bank information is saved in the in the um system so she can go online and pay the invoice online.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, no problem. If, if I pay via credit card, is there a fee?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] No fee, OK, alright, so I'm gonna call you back if that's fine.
[AGENT][POSITIVE] OK, that is fine. I, um, we'll put a note on the group and, um, we'll look forward to your phone call.
[CUSTOMER][POSITIVE] OK, thank you. Have a good day.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye.