AccountId: 011433970860
ContactId: b13e4da3-c283-43a6-b43d-c27faaf8d52a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237320 ms
Total Talk Time (AGENT): 89220 ms
Total Talk Time (CUSTOMER): 71637 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/b13e4da3-c283-43a6-b43d-c27faaf8d52a_20250527T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team at APL. I have [PII] on the line. She wants to pay her invoice on the over the phone.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, sure, what is the group number?
[CUSTOMER][NEUTRAL] It's 262-33.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've already verified her it's [PII].
[AGENT][NEUTRAL] OK, perfect. Um, did you happen to get a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. I've got them pulled up and I can go ahead and help them with that payment.
[CUSTOMER][NEUTRAL] Alright, and what's your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] [PII], are you on the line?
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] OK, I have [PII] over in group billing and she'll be able to help you make that payment, OK?
[CUSTOMER][POSITIVE] Thank you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi [PII], this is [PII] how are you doing?
[CUSTOMER][POSITIVE] Good how are you today?
[AGENT][NEUTRAL] Good, I'm doing well thank you um so just to confirm I do have your group Inc Agency Inc pulled up and I understand you're wanting to pay um those invoices over the phone, is that right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the one just the, the May invoice right now.
[AGENT][NEUTRAL] Just one invoice, OK, OK, sure, no problem, we can take care of that, um, and are you paying the 27785?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK perfect let me enter that information in real quick.
[AGENT][NEUTRAL] Alright, I've got that information entered in and I'm ready for a card number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, it's a Visa, no, it's a Mastercard [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And that security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you [PII], that's everything I need. So just to confirm, I'm gonna go ahead and process the payment for 277 85 cents, and if you'll give me just a moment, I can get you a confirmation number.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, no problem.
[AGENT][NEUTRAL] All right, let me get that confirmation number. Let's see.
[AGENT][NEUTRAL] Alright, I've got that confirmation number as 04023 and the letter S.
[AGENT][NEUTRAL] As in [PII].
[CUSTOMER][POSITIVE] S as in [PII]? Oh, [PII]. OK. Yes, perfect. OK, thank you so much.
[AGENT][NEUTRAL] Yes. Mhm. Yes, ma'am.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else we can help you with today?
[CUSTOMER][POSITIVE] Not, not today, thank you.
[AGENT][POSITIVE] OK, you're very welcome. Well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Bye.