AccountId: 011433970860
ContactId: a7779ede-a85e-41d4-99f7-8b7d82903c86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258059 ms
Total Talk Time (AGENT): 91108 ms
Total Talk Time (CUSTOMER): 103790 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/a7779ede-a85e-41d4-99f7-8b7d82903c86_20250224T22:09_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], it's [PII] in the care team. I've got um Ms. [PII] on the phone, and she is with group 26,620.
[CUSTOMER][NEUTRAL] She is the contact person.
[CUSTOMER][POSITIVE] The number she's calling from is a good call back number.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And she is calling to pay invoice number 638-0854.
[CUSTOMER][NEUTRAL] And she wants to pay it in full.
[AGENT][NEUTRAL] All right, if you could just give me a second.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] All that.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] And there she's wanting to pay that in full.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, one more thing.
[AGENT][NEUTRAL] C.
[AGENT][NEUTRAL] OK. And you said her name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much. I can take her now.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] 5.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the billing department. I understand you're wanting to pay an invoice.
[CUSTOMER][POSITIVE] Yes, [PII], I would love to do that.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I want to give you my money.
[AGENT][NEUTRAL] All right, let's see here. I have your group number was 26,620.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] It's me, yes, that's correct.
[AGENT][NEUTRAL] All right, and she let me know that you'd like to pay invoice 638-0854?
[CUSTOMER][NEUTRAL] Sorry, repeat that, uh, [PII], I'm sorry. I, you broke up a little.
[AGENT][NEUTRAL] No problem. It's OK. Let's see. I have 638-085-4.
[CUSTOMER][NEUTRAL] That's the one, yes, that's the current one. Uh-huh.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And the total I have on there is 523.95. Is that correct?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] 52395. All right, I'm ready for the card number whenever you are.
[CUSTOMER][NEUTRAL] Do you want a card or you want a check?
[AGENT][NEUTRAL] Um, I unfortunately cannot take a check by phone. I have to use a card. If you'd like to do a check, you'd have to mail that in.
[CUSTOMER][POSITIVE] Does make a difference.
[CUSTOMER][POSITIVE] Oh, no problem, no problem. That's no problem. Alright, give me a quick second. You caught me off guard there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] No, no, no, that's fine. All right, here we go.
[CUSTOMER][NEUTRAL] Here this card is gonna be 4 it's a Visa, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the billing, oh, you need the billing zip code?
[AGENT][NEUTRAL] The security code? Mhm.
[CUSTOMER][NEUTRAL] It's [PII], the security code.
[AGENT][NEUTRAL] And the billing zip code, please.
[CUSTOMER][NEUTRAL] And the billing ZIP code is [PII]. That's our office address.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, let me get that processed for you. And as soon as it does, I'll have the authorization number for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And I can also send a receipt via email if you would like.
[CUSTOMER][NEUTRAL] Uh, no, I'll just take, yeah, that's fine. I'll just take it online. I'll take it from you, yeah.
[AGENT][NEUTRAL] OK, the, the authorization number is 859.
[AGENT][NEUTRAL] 32 G as in Georgia.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. Have a good one.
[AGENT][POSITIVE] No problem. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, you did a lot. Thank you.
[AGENT][POSITIVE] OK, yes, ma'am. Thank you for calling APL. I hope you have a great week. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye uh huh.