AccountId: 011433970860
ContactId: ab1ef66f-72a8-4636-95f5-1388e58c6b78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265649 ms
Total Talk Time (AGENT): 90520 ms
Total Talk Time (CUSTOMER): 133027 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/ab1ef66f-72a8-4636-95f5-1388e58c6b78_20250523T17:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, hi, this is [PII] from PR Services. I wanna make a payment on her account. Uh, do you want the group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, please.
[CUSTOMER][NEUTRAL] It's 80056.
[AGENT][POSITIVE] OK, and we can definitely take that payment um [PII], can I also get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was that extension? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Sorry, my system is running a little bit slow today.
[CUSTOMER][NEUTRAL] That's OK. Not a problem. Mine's, mine has been like that since [PII]. I don't know what it is. I guess they were, they know it's a long weekend, I guess. Yeah. Mhm, mhm. They too need an, uh, they do need a break, so.
[AGENT][POSITIVE] Ready for the long weekend, yeah, exactly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I need a break, absolutely.
[AGENT][NEUTRAL] Alrighty, um, is it um is it Tylar Services Inc.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, alrighty oh there you are. I see you listed um [PII], can you verify the address for the business please?
[CUSTOMER][NEUTRAL] It's um [PII] I'm sorry [PII]. No actually, wait a second, I'm the one who needs a vacation.
[AGENT][POSITIVE] I was gonna say, well it's good for everybody.
[CUSTOMER][NEUTRAL] [PII] yeah [PII].
[AGENT][POSITIVE] Perfect. Alright, thank you so much for verifying all of that, Miss [PII]. Alright, uh, bear with me just a moment. I'm gonna put you on a brief hold and transfer you to our billing department and they can take this payment for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[AGENT][NEUTRAL] Hi, this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How are you?
[AGENT][POSITIVE] Doing good, ready for this long weekend.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Well, I've got a uh group admin on the line who's just wanting to make a payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what is that group number?
[AGENT][NEUTRAL] It is 80056.
[CUSTOMER][NEUTRAL] And his name?
[AGENT][NEUTRAL] Uh, we are speaking with, uh, [PII].
[CUSTOMER][POSITIVE] And a good call back number for [PII].
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] [PII], yes. And uh her extension.
[CUSTOMER][NEUTRAL] [PII]. I wrote it down right just said it wrong.
[AGENT][NEUTRAL] No, it's OK, um, her extension is [PII].
[CUSTOMER][NEUTRAL] OK, let's see what we have.
[CUSTOMER][POSITIVE] If I can get my fingers to work in here we're gonna get it straight. You've got [PII] on the phone who's wanting to make a payment on.
[CUSTOMER][NEUTRAL] Group 80056.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, I can help her with that. Did she say which invoice she wanted to?
[AGENT][NEUTRAL] She did not. I'm sorry.
[CUSTOMER][NEUTRAL] OK, that's fine, that's fine. I just wanna make sure and she's been fully verified, is that correct? All right.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][POSITIVE] Thank you, love. Just send her on and we'll take care of her.
[AGENT][POSITIVE] All right thank you have a great weekend.
[CUSTOMER][POSITIVE] All right. You as well. Thank you. Bye-bye.
[AGENT][NEUTRAL] Alright, bye bye.