AccountId: 011433970860
ContactId: ad8149a8-cdaa-46dd-9dc1-4abc653d86f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422940 ms
Total Talk Time (AGENT): 135824 ms
Total Talk Time (CUSTOMER): 235289 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ad8149a8-cdaa-46dd-9dc1-4abc653d86f0_20250625T20:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], um, this is [PII] in the broker resources. I have a group that's trying to. So for my, OK, so maybe I'm incorrect. They told me that they were trying to make a payment on the website, and from my understanding, I know that was kind of not really working right now, so she wants to know if she can make her payment over the phone.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEGATIVE] I didn't even get that far.
[AGENT][NEUTRAL] That's OK. What's your name?
[CUSTOMER][NEUTRAL] [PII], but we also have, so there's two people on here. So there's a [PII]. He's kind of like the AOR and then [PII] is kind of like the secretary. So there, there's two people on here.
[AGENT][NEUTRAL] Because the first
[AGENT][POSITIVE] OK, I can help him. Thank you so much.
[CUSTOMER][NEUTRAL] Hey [PII] and, um, hey, we got, so I have someone on here some billing. I told her kind of what what's going on and she'll be able to help you with the payment.
[CUSTOMER][POSITIVE] Perfect thank you [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Hey, good afternoon. My name is [PII]. How are you doing today? Yes, ma'am. Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, yes, could you, I'm, I'm gonna make it louder on my phone. OK, yeah, go ahead. What's your name?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, alrighty, um, on our account, which the group number is 20075 I think it is. Let me just double check, yeah, 20075 chem index.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I think we're behind for what June's payment?
[AGENT][NEUTRAL] OK, let me get that pulled up.
[AGENT][NEUTRAL] And this is [PII], correct?
[CUSTOMER][NEUTRAL] This is what?
[AGENT][NEUTRAL] What is your name again, ma'am?
[CUSTOMER][NEUTRAL] For [PII], yeah.
[AGENT][NEUTRAL] [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] It's my name is [PII], yes.
[AGENT][NEUTRAL] Got it. OK. I, I apologize. I, I misheard her. OK, so are you trying to make a payment, ma'am? Is that what you're trying to do?
[CUSTOMER][NEUTRAL] Well, yes, I would like to make a payment. I think we're behind June payment. Can you double check on the account please?
[AGENT][POSITIVE] Yes, ma'am. I'm pulling it up right now. Thank you.
[AGENT][NEUTRAL] Yes, ma'am, I do see that the June invoice is still due for the [PII]. That's what's due for June.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I hope there are no late fees involved, is there?
[AGENT][NEUTRAL] No, ma'am. No, ma'am, there's not.
[CUSTOMER][NEUTRAL] OK, because we're having problems getting online we're usually that's what we normally do, you know, we go online and pay the bill, but we've been having problems of course with your upgrade and needless to say we're also upgrading so I quite know the problems.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my goodness. Sure. Well, I can certainly take.
[CUSTOMER][NEUTRAL] Yeah, I know well we're having the same thing here too, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anyway, um, I'd like to go ahead and pay this for June, um, on Friday when, um, I was, um, informed by [PII] that you all should be up by Friday, so next Monday I will go on in to try and see if I can access July's invoice. OK, so you need to get our account number and the um routing number.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, yes, ma'am. Now, I, I'm not able to do a bank account over the phone. We can only take a credit card payment over the phone.
[CUSTOMER][NEUTRAL] Oh, OK, alrighty. What do you charge fees for the credit card also?
[AGENT][NEUTRAL] No, ma'am, we don't charge a fee for the credit card. No, ma'am, we do not.
[CUSTOMER][NEUTRAL] OK fine OK if if not then that's that's OK hold on let me get the credit card information.
[AGENT][POSITIVE] Sure. Thank you so much.
[CUSTOMER][NEUTRAL] Do you take, um, which one? Visa, American Express? Because I know some people don't like American.
[AGENT][NEUTRAL] He is one the big size.
[AGENT][NEUTRAL] No, ma'am. Either one will be fine. Whichever one will be fine.
[CUSTOMER][NEUTRAL] Which one?
[CUSTOMER][NEUTRAL] OK, fine.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Alrighty, I'm gonna give you American Express then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] Give me one moment
[AGENT][NEUTRAL] Yes, ma'am. Give me one moment please. I've got to sign into my credit.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] find me out. I apologize. Thank you for your patience.
[CUSTOMER][NEUTRAL] Ready?
[AGENT][NEUTRAL] Not, not quite yet, ma'am. Give me one moment, please.
[AGENT][POSITIVE] Thank you so much. Hold on one moment please, ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and we're gonna do the full payment of the $3,209.08.
[CUSTOMER][NEUTRAL] Yes, 3,209.86 yes.
[AGENT][NEUTRAL] All right, hang on one moment for me.
[AGENT][NEUTRAL] OK, I'm ready for that card number when you're ready.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Expiration [PII].
[AGENT][NEUTRAL] 3 digit security code?
[CUSTOMER][NEUTRAL] And then the 4, the zip code is [PII].
[AGENT][NEUTRAL] And what's the security code, ma'am?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Thank you so much. OK. Would you like for me to email you a receipt?
[CUSTOMER][NEUTRAL] Yes, uh, please do. And it's Laurel [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. OK, I'm gonna process that payment and you will be receiving a confirmation email, OK?
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Right. Is that all I can help you with today, ma'am?
[CUSTOMER][POSITIVE] Yes, that's it. Thank you. I just received that receipt. I thank you very much and um hopefully we can start doing it online again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Will you
[AGENT][POSITIVE] Yes, ma'am. Let us know if we can help you, OK?
[CUSTOMER][NEUTRAL] After all these debugging.
[CUSTOMER][POSITIVE] Alrighty, thank you very much. Alrighty, have a great weekend. OK, bye.
[AGENT][POSITIVE] All right. You have a great day. You're welcome.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Alright [PII], I just got an email I.