AccountId: 011433970860
ContactId: bca34a71-5f74-4981-a4a3-7891ca3707f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446790 ms
Total Talk Time (AGENT): 112414 ms
Total Talk Time (CUSTOMER): 289042 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/bca34a71-5f74-4981-a4a3-7891ca3707f3_20250324T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] on the care team. I have a um
[CUSTOMER][NEUTRAL] Uh, OK, so they're not the group admin, but he's, he's calling from the group to make a payment for the group?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's group number 26,526,530.
[AGENT][NEUTRAL] The C1 International.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, uh, did you verify the information?
[CUSTOMER][NEUTRAL] Yes, and I have the invoice number and um um the amount they wanna pay if you need it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so it's invoice 6383386.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He wants to pay $1,288.14.
[AGENT][NEUTRAL] All right. Say that again, 1000.
[CUSTOMER][NEUTRAL] $288.14.
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Oh, that is the
[AGENT][NEUTRAL] What is the contact on file?
[CUSTOMER][NEUTRAL] Wait, hold on.
[CUSTOMER][NEUTRAL] Oh, my EMPL didn't, didn't match, but we, um, it didn't flip over. This still shows the old, I see what happened, but um I still verify with him because at first he, he sounded like he was calling on his policy, um, and then we went through the group stuff so.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right, you can send them on.
[CUSTOMER][NEUTRAL] We did both.
[CUSTOMER][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Hello [PII] yes.
[CUSTOMER][POSITIVE] Thank you so much for holding. I have [PII] on the line and she's going to be assisting you with the payment, OK? OK, alright, thanks for calling APL a little bit of adjustment which might be easier for you because you're.
[AGENT][NEUTRAL] Like she said, my name is [PII] and I'll be assisting you with that card payment. So just give me a second and let me get all the information entered, and I can take that payment for you.
[CUSTOMER][NEUTRAL] Very very close to this culture, uh, but, uh, um, I think that's it, uh, you know, we let go.
[CUSTOMER][NEUTRAL] The requirements what the office needs uh.
[CUSTOMER][POSITIVE] Many of the executive teams they travel a lot because they are fun.
[AGENT][NEUTRAL] Um, OK, so the invoice number that she gave me, um, that invoice was paid at the beginning of March.
[CUSTOMER][NEUTRAL] examine those.
[CUSTOMER][MIXED] Mhm. Correct, but it got canceled from our bank.
[CUSTOMER][NEUTRAL] Uh, SPL landlord, uh, car insurance, company car and all of the the the require in the ready.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, bear with me.
[CUSTOMER][NEGATIVE] I mean it's declined.
[CUSTOMER][NEUTRAL] It's declined it we receive it, yeah. Just like uh from the bank transaction is showing that declined saying we couldn't process this payment because the account owner need to verify this identity, so we just want to make a pay again.
[AGENT][NEGATIVE] It declined it
[AGENT][NEUTRAL] Did you, did you?
[AGENT][NEUTRAL] Did you do it with a card over the phone?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] All right, let me get back to my other.
[CUSTOMER][NEUTRAL] I have to ask because the current flight right.
[AGENT][NEUTRAL] Screen
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yeah, I have to ask everybody.
[AGENT][POSITIVE] All righty. I'm ready for that card number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. This is what I'm gonna do. Uh, I'm gonna transfer to our finance department, uh, [PII], and uh he will give you the, uh, card info. And uh the second thing is there possible put, uh, for the directly pay, so next time we won't um get declined. I mean, um, we don't want to use the previous uh payment credit card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you can call and make the payment over the phone with a debit card or credit card.
[CUSTOMER][NEUTRAL] Is it possible for?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. OK. First of all, let me uh transfer to [PII] to make the payment, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The APL you say you're gonna.
[CUSTOMER][NEUTRAL] To the car update.
[CUSTOMER][NEUTRAL] Yeah on the phone.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Uh, yes, hello?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Uh, yeah, I'm here to update the payment information.
[AGENT][NEUTRAL] OK, um, are, are, I'm slightly confused. Are we, are we paying?
[AGENT][NEUTRAL] With a credit card or debit card?
[CUSTOMER][NEUTRAL] Uh, yes, with the debit card.
[AGENT][NEUTRAL] OK, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] I'm gonna spell it out to you. The first name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The second name, the, the last name is [PII]
[AGENT][NEUTRAL] Thank you. And the expiration date?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and I'm gonna send this confirmation number to the email address that we have on file for the group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me finish completing that. All [PII], that's been processed and, uh, uh, [PII] will get that, um, confirmation number shortly in his email. Is there anything else I can help you guys with it?
[CUSTOMER][NEUTRAL] I think that's everything.
[AGENT][POSITIVE] All [PII]. Well, thank y'all for calling APL and y'all have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For direct pay like the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure. I think they.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. So, can you add this same credit card for next payment?
[AGENT][NEUTRAL] No, sir, we're, the only way that we can do credit card or debit card payments is over the phone. So you'd have to call each time.
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] OK, otherwise we have to, we can update on the website, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, I got it, thank you so much. OK, thank you.
[AGENT][POSITIVE] You're welcome, no problem.
[AGENT][NEUTRAL] OK.