AccountId: 011433970860
ContactId: b57723c8-b130-4442-b558-964cd73d2018
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 612479 ms
Total Talk Time (AGENT): 221642 ms
Total Talk Time (CUSTOMER): 301030 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/b57723c8-b130-4442-b558-964cd73d2018_20250625T21:58_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]. How are you? This is so.
[AGENT][NEUTRAL] Hey soul, what's up?
[CUSTOMER][NEUTRAL] Hey, I have a group on the line that needs to make a payment.
[AGENT][NEUTRAL] OK, let's see. What's with this number?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] And the group number is 25073.
[AGENT][NEUTRAL] OK, and who do we have on the line?
[CUSTOMER][NEUTRAL] Uh, Mr. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes and he's making a payment for April and May.
[AGENT][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] He believes it's 453 for all of them, 151 each month.
[AGENT][NEUTRAL] OK, I see, I see, yeah, he has 4 for 2 months. OK, you can go ahead and send him over and is his callback number the one that's on the screen?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, do do do do do, did I not get a callback number? Oh my goodness, I, I didn't get one, but yeah, it's more than likely the one in the screen. I'm so sorry.
[AGENT][NEUTRAL] OK, no, it's OK.
[CUSTOMER][NEUTRAL] It's the end of the day.
[CUSTOMER][NEUTRAL] All right, well,
[CUSTOMER][POSITIVE] Well, here he comes. Have a good afternoon.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye. Thank you for holding and being patient for you, Mr. [PII]. I can just be online. She's gonna assist you with the payment.
[CUSTOMER][NEGATIVE] OK, you can't, you're breaking up on this soul still?
[CUSTOMER][NEUTRAL] Yeah this is so I'm, I'm transferring you over to the group booking department. I got on the line, OK, alright, I got you. You're welcome.
[AGENT][NEUTRAL] Hi, Mr. [PII]. This is [PII] in the billing department. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing well. Can I complain. I'm just trying to get a payment in.
[AGENT][NEUTRAL] OK, and I
[CUSTOMER][NEUTRAL] And uh I just got an email from you guys. It looks like I owe for 3 payments for all of uh let's see [PII] and [PII].
[AGENT][NEUTRAL] OK, um, let's see, she did tell me that you want to put [PII] and [PII], and I'm showing [PII] the [PII], [PII], and then [PII] and [PII].
[CUSTOMER][NEUTRAL] I'm sure.
[CUSTOMER][NEUTRAL] [PII], you say 500?
[AGENT][NEUTRAL] Uh, no, [PII], the date, um, the billing period [PII], no, you're fine.
[CUSTOMER][NEUTRAL] Oh no, the, I'm sorry, I'm sorry, I'm looking at the same, it's been a long day. I got you. So we're doing [PII], and [PII], a total of 453, correct?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Um, well, we have 4.
[CUSTOMER][NEUTRAL] Got it. I'm talking to you and I'm trying to lock you guys, you guys had changed the system, so I'm trying to get into this new OSC and use my email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But not it's not letting me log in. Let me see something here because I've got an access code in me actually.
[AGENT][NEUTRAL] Did you already register a new account?
[CUSTOMER][NEUTRAL] Well, so I can't use the old account I just gotta start over with a new account.
[AGENT][NEUTRAL] Um, well, it'll still have your same information, but like, um, they revamped the website, so now it's tied to your email instead of your username like the old one was so you just have to click create a new account, yeah, you have to click on that thing that says create new account and enter in the information, but it still has all your information saved.
[CUSTOMER][NEGATIVE] That's what threw me off.
[CUSTOMER][NEUTRAL] Create new.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, no problem. Well right now I'll do that in the morning. Let's go ahead and get this payment in, so you'll do a, a credit card for a [PII], right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, if you want to do [PII], we have, I just wanna let you know the bills that we have outstanding is [PII], so that's [PII], [PII], [PII], and [PII] and [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's go all the way through, we just, we're still in June. Let's do the May.
[AGENT][NEUTRAL] OK, so you wanna do.
[CUSTOMER][NEUTRAL] What was that other one it was [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and that would be another [PII], right?
[AGENT][NEUTRAL] Yeah, so it will be 151, that will be 604 altogether.
[CUSTOMER][NEUTRAL] OK, that'd be 6. I let me ask you this. If I was to do just the 3, would that because typically you guys, the 10 day, uh, warning is for what, uh, 45 days, right? Or you guys go to 30 days now.
[AGENT][NEUTRAL] Um, they send out, um, after, uh, on the 15th, after the 15th of each month, it's considered late, so after the [PII] is when your June payment will be considered late.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so let's do because I've always kept it between between like 30 to 45 days, but that's fine, so I can get all caught up all the way through April and May if I pay 604.
[AGENT][NEUTRAL] Yeah, but if you wanna pay just the 3 you can and I pay the May later, um, but I just have to put a note to let them know when you're gonna pay that one.
[CUSTOMER][POSITIVE] No, let's let's, let's, let's go and get caught up.
[AGENT][NEUTRAL] OK. All right, so.
[CUSTOMER][NEUTRAL] That way I get caught up. Don't have on any kind of interruptions on the, uh, you know, the, uh, policy or anything like that. Let me grab my credit card. Hold on one second.
[AGENT][NEUTRAL] All right, no problem. Take your time. I just have some information I have to enter in on my end.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, let me know whenever you're ready, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] one time
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we're paying April through May.
[CUSTOMER][NEUTRAL] Today is the [PII], right so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Invoice numbers.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] 639-9752.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, it's gonna be a Visa card, the number is [PII].
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] Uh, let's see, [PII].
[AGENT][NEUTRAL] And the 3 digit security code on the back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then did you want me to have this uh receipt sent to um the email we have on file [PII]?
[CUSTOMER][POSITIVE] If you would, I greatly appreciate it, yes, ma'am.
[AGENT][NEUTRAL] You see, you're in [PII], you're in the heat with with us.
[CUSTOMER][NEGATIVE] Oh my goodness, this, this is different. I mean, it's, you know, we're used to the heat but not this early. It's a little early this year. That's why I'm tired now, it's draining.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's what I was talking to my granddad the other day.
[CUSTOMER][NEGATIVE] I mean, it, it, it got, it got 100 degrees like, like the beginning of June. I mean, that was ridiculous.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I like it's not even July yet. I wonder what they have in store for the deep South in July.
[CUSTOMER][NEGATIVE] I, I don't even wanna think about it. I'm wor I'm worried about when it's hot like that we normally get hurricanes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's good. Where, where are you located again?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh, we're in [PII].
[CUSTOMER][NEUTRAL] Oh, you definitely used to be in the hurricanes.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Oh I get everything.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] Yeah, and that payment was successful and you should see the receipt in your email, um, any second now. It's uh pretty much goes there immediately.
[CUSTOMER][POSITIVE] I'm gonna, I'm gonna check it right and I'm sorry, give me your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, [PII], I think you've helped me out before I'm not today. Alright, so let's go check my email, make sure I got it. Uh, that was quick right there. Got it, [PII].
[CUSTOMER][POSITIVE] That's what I needed.
[CUSTOMER][POSITIVE] OK, we, I appreciate it. I'm gonna, uh, set up a new, uh, online in the morning if I can have any problems I'll definitely give you a call.
[AGENT][NEUTRAL] Yeah, yeah, give us a call um because it does have to match like exactly what we have in the system because it'll ask for the um your business address and the phone number and stuff like that and your email and it has to match exactly what we have. So if you run into any problems it may be that something isn't matching so just give us a call if you if you need assistance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, let's, we can go over that real quick. So the email is gonna be [PII] [PII] right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, the phone number I use my office or my cell, I have [PII].
[AGENT][NEUTRAL] Yeah, that's what we have.
[CUSTOMER][NEUTRAL] OK, so it's gonna be the cell, and the address you should have [PII], and that's [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then the group number of course is 25073.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And I leave anything out?
[AGENT][POSITIVE] No, that's it. You got everything.
[CUSTOMER][POSITIVE] Alright, [PII], I appreciate it's easy. Tell me everything I need. I'm so glad you told me that because I'd be going crazy in the morning trying to figure it out.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright, got
[CUSTOMER][POSITIVE] That'll do it, [PII]. I sure appreciate your help.
[AGENT][POSITIVE] No problem. It's a pleasure assisting you. I hope you have a great rest of your evening.
[CUSTOMER][NEUTRAL] try to stay cool if you can.
[AGENT][NEUTRAL] Yeah me too.
[CUSTOMER][POSITIVE] Are you, are you close, are you, you north or south? because you're right, you got some nice beaches over there.
[AGENT][NEUTRAL] Oh, south but not quite Gulfport.
[CUSTOMER][POSITIVE] Oh, OK, I got, you know what I'm talking about. You got, you got the casinos and the beaches. That's, that's where I would be personally, but I'm just saying. I'd be in that water. That's some pretty beaches over there.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's for sure. Alright, I won't take up any more of your time. Thank you. You have a good evening.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] All right.