AccountId: 011433970860
ContactId: b2fb98b5-4454-4491-8771-5deb88c79ccc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219059 ms
Total Talk Time (AGENT): 59259 ms
Total Talk Time (CUSTOMER): 112687 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/b2fb98b5-4454-4491-8771-5deb88c79ccc_20250312T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][NEUTRAL] I'm well, how about yourself?
[CUSTOMER][POSITIVE] I'm doing well. Um, I have a ad adMed exchange, uh, member on the other line or representative. They wanna make a payment over the phone. Um, I have the group number and everything for you.
[AGENT][NEUTRAL] All right, what's that?
[CUSTOMER][NEUTRAL] So it's 18872.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the name of the person calling?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII]?
[AGENT][NEUTRAL] Let's see, [PII] and her callback number is it the one on the screen?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, you can see that too? OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm just trying to get logged in real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To be able to take that payment, did she by chance give you an invoice number?
[CUSTOMER][NEUTRAL] Yes, and the amount.
[AGENT][POSITIVE] Awesome what's that invoice number?
[CUSTOMER][NEUTRAL] Um, 638-217-2.
[AGENT][NEUTRAL] And how much?
[CUSTOMER][NEUTRAL] Um, $789.84.
[AGENT][POSITIVE] All right, I'm ready for whenever you are.
[CUSTOMER][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][POSITIVE] Mhm. Hello. Hi, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Alright alright thank you very much. You're welcome.
[AGENT][NEUTRAL] Hi [PII], this is [PII] from billing. I understand you're wanting to pay on an invoice today.
[CUSTOMER][NEUTRAL] Um, yeah, um, by the way, hi [PII], by the way, good day. My name is [PII] calling from Avid Exchange on a recorded line to process a payment on behalf of Ventrop House Condominium Association, and that would be for, uh, by the way, that would be for group number 18872 with invoice number 0006382172 with the amount of $789.84.
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] All right. I've got all that information. I can get that card whenever you're ready.
[CUSTOMER][NEUTRAL] Yeah, I'm ready. All right, so that would be card number [PII].
[AGENT][NEUTRAL] Expiration?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] Alright, I have a charged the amount of $789.84 and as soon as I have this processed, I will have you an authorization number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, it's just pulling up now.
[AGENT][NEUTRAL] OK, authorization number I have is 559.
[AGENT][NEUTRAL] 270.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, perfect. So I think we're all set here and again thank you very much [PII] for helping me process the payment and from Avi exchange. Have a great day bye bye for now. Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you. You as well. Thank you for calling APL. Bye-bye.