AccountId: 011433970860
ContactId: a999d5bb-c68d-4327-85c8-d9eac4cc2f68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474980 ms
Total Talk Time (AGENT): 184413 ms
Total Talk Time (CUSTOMER): 101374 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/a999d5bb-c68d-4327-85c8-d9eac4cc2f68_20250331T14:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was calling because uh I needed to make a payment on uh our premium and also I wanted to know if uh we had been set up for automatic payment.
[AGENT][NEUTRAL] OK, so you're wanting to verify, uh, you're wanting to make a payment over the phone and see if you've been set up for automatic payment?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yes ma'am, I can help you partially with this. What I'm gonna need to do is to verify some information with you for the group for security purposes first, and then I can get you connected to someone who would be able to process your payment for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Ms. [PII], what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what is the group number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so first off, if you could please verify.
[AGENT][NEUTRAL] By the name of the group and the group's address.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. You're, you're breaking up. I'm sorry. You said the name of the group and the address?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, it's SP Mar Corp [PII].
[AGENT][NEUTRAL] I am so sorry. What was the address again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the primary contact's name and email for the group?
[CUSTOMER][NEUTRAL] Um, it should be [PII].
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And the email, I don't know what was given. It could have been uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then the primary phone number that we would have on file for the group.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and then what is the invoice number and uh amount being paid, please?
[CUSTOMER][NEUTRAL] The invoice is 0006386396 and the amount is 24161.
[AGENT][NEUTRAL] OK, thank you. So give me just a moment, [PII] to pull up a few additional pieces of information, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so I have that information pulled up.
[AGENT][NEUTRAL] So what I'm going to do is I'm going to transfer you, as I stated, over to someone who can process your payment. They would also be able to answer your question regarding your the automatic um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Set up for the ACH. OK. So is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all. Thank you very much.
[AGENT][POSITIVE] You are very welcome. And if that is all I can help you for calling APL [PII], and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good, how are you?
[AGENT][POSITIVE] I'm all right. It's Monday.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so I have a lady on the
[AGENT][NEUTRAL] One who's wanting to make a payment for this group.
[AGENT][NEUTRAL] The lady's name that I'm speaking with is [PII].
[AGENT][NEUTRAL] She's calling on group 80087.
[AGENT][NEUTRAL] Espaar Corp.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The invoice number, [PII] is 6386396.
[AGENT][NEUTRAL] And the amount being paid, she says, is 241.61.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And now I just want to, I just want to clarify something. She also asked me if this group was set up for automatic payments.
[AGENT][NEUTRAL] But we're not doing that, right?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I didn't tell her that because she's not.
[CUSTOMER][NEUTRAL] No, we do not do any kind of bank draft.
[AGENT][NEUTRAL] Yeah, I didn't, but I didn't tell her any of that since um
[AGENT][NEUTRAL] She's not listed as the contact. I mean, she verified everything, but I didn't wanna give her too much information.
[CUSTOMER][NEUTRAL] Um, let me look at something real quick. Why was it's not in our.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I mean, I didn't see anything on the guru.
[AGENT][NEUTRAL] Car, but, you know, I just wanted to make sure as far as the payment thing.
[CUSTOMER][NEUTRAL] OK, um, you can send it to me.
[AGENT][POSITIVE] All right. Well, thank you so much. Have a great day, [PII].
[CUSTOMER][POSITIVE] You're welcome. You too.
[AGENT][POSITIVE] All right, thank you. Bye-bye.