AccountId: 011433970860
ContactId: b586d068-760f-4e9d-be6e-6728a8ac5c89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323000 ms
Total Talk Time (AGENT): 88743 ms
Total Talk Time (CUSTOMER): 152656 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b586d068-760f-4e9d-be6e-6728a8ac5c89_20250623T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, it's [PII]. I have a group admin on the phone. She set up on the online service center but having issues now she wants to make a payment over the phone, and I told her it'll be through credit card, and she said she never had to do it by credit card before on the phone.
[AGENT][NEUTRAL] Yes, she is.
[AGENT][NEUTRAL] What's your group number?
[CUSTOMER][NEUTRAL] 257-07. And that's what I thought too, she, she's, she's a little hot.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] She can be hot all she wants. Um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Don't see where.
[AGENT][NEUTRAL] Foley marketing
[CUSTOMER][NEUTRAL] Yeah, and it's Miss [PII]. I know, and I verified all their information.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][NEUTRAL] Looks like it's for the June invoice. Do you know that number?
[AGENT][NEUTRAL] The invoice number no.
[CUSTOMER][POSITIVE] OK, well alright sweetie thank you have a good one.
[AGENT][NEUTRAL] Mhm. You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEGATIVE] Yes [PII], this is [PII] with Foley Market and I must say the site that y'all got up right now is horrible.
[CUSTOMER][NEGATIVE] I couldn't pay my bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, is it giving you an error message?
[CUSTOMER][NEUTRAL] I couldn't get an invoice?
[CUSTOMER][NEUTRAL] No, I don't know it's something wrong with your system, honey. I haven't been through the girl and she transferred me to you so I could pay the bill because I couldn't do that either and I've been able to pay them online.
[AGENT][NEUTRAL] Well, you still, I mean, you're still able to pay it online, um, but, um, we can take a payment over the phone, but it can only be debit card or credit card.
[CUSTOMER][NEGATIVE] But it's not working. I can't even get an invoice.
[CUSTOMER][NEUTRAL] Ma'am?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] I cannot pay it online. It is not functioning. I just tried that's what I'm trying to tell you.
[AGENT][NEUTRAL] I can take a payment over the phone, but it can only be a debit card or credit card.
[CUSTOMER][NEUTRAL] Well then I guess if I have to use the Amex that's what I'm gonna use because it will not work online your system has a problem. I just went through it with the individual for online services that's what I'm trying to tell you.
[AGENT][NEUTRAL] I, I understand that. I've, I've heard, I've heard you say that, but I can, um, I can, are you getting an error message when you're trying to do it?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I'm gonna give you a credit card.
[CUSTOMER][NEUTRAL] No ma'am, there's, it says that it simply says online we cannot take, we cannot display invoices and you cannot pay the bill online at this time. That's what I'm trying to tell you so I'm gonna give you a credit card and we'll use an Amex.
[AGENT][NEUTRAL] OK, let me get it pulled up.
[CUSTOMER][POSITIVE] Cause trust me, if I could, I would.
[AGENT][NEUTRAL] Well, I don't, I, I haven't had anybody having any issues today with it, so I'm not sure what.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEGATIVE] Issues you're having.
[CUSTOMER][NEUTRAL] I don't know, but I'm just telling you what it said.
[CUSTOMER][NEUTRAL] I don't know why.
[AGENT][NEUTRAL] Um, and you're wanting to pay 1321, 18?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] I'm sorry for sounding aggravated, but I've been on the phone for over half an hour now trying to resolve this issue.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEGATIVE] And this ain't right either.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The name on the card?
[CUSTOMER][NEUTRAL] [PII] It's a corporate card.
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] I'm gonna send that confirmation number to the email address that we have on file for you.
[CUSTOMER][NEUTRAL] Do you have [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All righty, that's been processed and you'll receive.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] That confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, thank you very much.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.