AccountId: 011433970860
ContactId: ab076c70-82d8-48c5-9b7f-5c54a45d743a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257890 ms
Total Talk Time (AGENT): 92358 ms
Total Talk Time (CUSTOMER): 82000 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/ab076c70-82d8-48c5-9b7f-5c54a45d743a_20250310T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you today?
[AGENT][POSITIVE] Hey, I'm good. How about you?
[CUSTOMER][NEUTRAL] I'm good. I have somebody with a group on the line that just needs to make a payment for the group.
[AGENT][NEUTRAL] OK, what group number is that?
[CUSTOMER][NEUTRAL] Group number is 80087 should be SBR Corp.
[AGENT][NEUTRAL] OK, just give me a second to open up this uh site.
[AGENT][NEUTRAL] And did they by chance tell you what invoice?
[CUSTOMER][NEUTRAL] She did, um, it's invoice ending uh the invoice number is 6,381,180.
[CUSTOMER][NEUTRAL] For the amount of 24161?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what was their name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And the call back
[AGENT][NEUTRAL] And the, yeah.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Awesome, OK, I'm ready for it whenever you are.
[CUSTOMER][POSITIVE] Alright, here she comes thanks.
[AGENT][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. I understand you're wanting to make a payment on an invoice.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Awesome, OK, and this is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] I just want to verify the information she gave me. I have, let's see, group number 80087.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Invoice number 6,381,180.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] All right. And I also have the amount of $241.61.
[CUSTOMER][NEUTRAL] There's my, put the bag down.
[AGENT][POSITIVE] All right. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, I apologize. I may not have entered everything in accurately. It's given me an invalid card number, so I might not have gotten all those numbers. Would you mind giving it to me one more time?
[CUSTOMER][NEUTRAL] OK, it's um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, there it was. I must have just not entered a number. Alright, let's see, expiration date?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing you'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Once I have this processed I'll have an authorization number for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I can also send this via a receipt via email if you would like.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Alright, that authorization number is 261.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 786 and can I send it to our contact email on file?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Do you want the thing.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I got it on its way. Is there anything else I can do for you while we're on the phone?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Bye bye.