AccountId: 011433970860
ContactId: a9bff6eb-219e-4728-95de-8b876aa84216
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262559 ms
Total Talk Time (AGENT): 85448 ms
Total Talk Time (CUSTOMER): 77986 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/a9bff6eb-219e-4728-95de-8b876aa84216_20250620T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good thank you. I have a group in the line that would like to make a credit card payment, but he wants to pay for all open invoices.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the group number is 8804.
[CUSTOMER][NEUTRAL] Uh, MSC and distributors, and I got Mr. [PII] on the line.
[AGENT][NEUTRAL] OK, wanting to pay May and June?
[CUSTOMER][NEUTRAL] Yes, he said all open invoices.
[CUSTOMER][NEUTRAL] Do you need the callback number?
[AGENT][NEUTRAL] Is it on EMP?
[CUSTOMER][NEUTRAL] Just in case.
[CUSTOMER][NEUTRAL] No, it's not the same one. he's traveling, so he has um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you're ready for him?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK thank you here he comes, have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for Miss [PII] on the line.
[AGENT][NEUTRAL] This is [PII]. Can I help?
[CUSTOMER][NEUTRAL] Yes, how are you?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][POSITIVE] I am wonderful.
[AGENT][NEUTRAL] Bear with me and let me get
[AGENT][NEUTRAL] Logged into everything.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] My computer just decided to.
[AGENT][NEUTRAL] Yeah, there we go, OK.
[AGENT][NEUTRAL] Um, [PII], 0 no, cancel.
[AGENT][NEUTRAL] All right, you're wanting to pay both May and June?
[CUSTOMER][POSITIVE] Yes, ma'am. Whatever's outstanding, I'd like to get them all caught up. I'd love to play July if I could.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if it's not available to be paid yet, we haven't generated those invoices just yet.
[CUSTOMER][POSITIVE] Yes ma'am, I'm just traveling more now and not at the office, don't get these things caught up and I just like to get them taken care of.
[AGENT][NEUTRAL] I understand. Let me enter all of this. I have the total amount.
[AGENT][NEUTRAL] It's 8:40 92.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] All righty, Mr. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII], excuse me, [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alrighty, and I'm gonna send this confirmation number to the email address that we have on file, which is [PII].
[CUSTOMER][POSITIVE] Yes ma'am, sounds great.
[AGENT][NEUTRAL] All righty. Let me, all right, that's been processed and you'll receive that confirmation number shortly. Is there anything else I can do for you today, Mr. [PII]?
[CUSTOMER][POSITIVE] That'll do it thank you so much.
[AGENT][POSITIVE] All righty, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye.