AccountId: 011433970860
ContactId: bd3f5deb-45d3-4fa3-822d-bf5c08ca5f5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305279 ms
Total Talk Time (AGENT): 104401 ms
Total Talk Time (CUSTOMER): 106404 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/bd3f5deb-45d3-4fa3-822d-bf5c08ca5f5a_20250620T18:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I, I need to catch up my payment on my account please.
[AGENT][POSITIVE] OK, sure, I can assist you with that. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Absolutely [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And what's the callback number, Mr. [PII]?
[CUSTOMER][NEUTRAL] And um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have a policy number or a group number?
[CUSTOMER][NEUTRAL] I have a uh a group number I think 8804.
[AGENT][NEUTRAL] Let me try that.
[CUSTOMER][NEUTRAL] Or I have an invoice number that or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And may I have the name of the group and the mailing address on file?
[CUSTOMER][NEUTRAL] Uh, name of the group is Mississippi Serum Distributors and [PII].
[AGENT][NEUTRAL] All right, thank you. And so you're trying to make a payment over the phone, or you're trying to do this online?
[CUSTOMER][POSITIVE] Uh, over the phone would be great. I'm out traveling at the moment.
[AGENT][NEUTRAL] OK, so you're gonna use a credit card or a debit card?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. All right. Let me go ahead and get the processor to take that payment, but before I do that, let me have that um invoice number so I can provide this to them.
[CUSTOMER][NEUTRAL] 000
[CUSTOMER][NEUTRAL] 638.
[CUSTOMER][NEUTRAL] 9076.
[AGENT][POSITIVE] OK, thank you. Mhm.
[CUSTOMER][NEUTRAL] But now we might have more than we might have more than one invoice outstanding I'd like to pay them all.
[AGENT][NEUTRAL] You would like to pay more. OK, I, I'll let her know that you're trying to pay all invoices.
[AGENT][NEUTRAL] OK, I'll let her know. So bear with me just a minute. Let me go ahead and get group billing department on the line.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good thank you. I have a group in the line that would like to make a credit card payment, but he wants to pay for all open invoices.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the group number is 8804.
[AGENT][NEUTRAL] Uh, and you and Mr. [PII], and I got Mr. [PII] on the line.
[CUSTOMER][NEUTRAL] OK, wanting to pay May and June?
[AGENT][NEUTRAL] Yes, he said all open invoices.
[AGENT][NEUTRAL] Do you need the callback number?
[AGENT][NEUTRAL] Just in case.
[CUSTOMER][NEUTRAL] Is it on EMPL?
[AGENT][NEUTRAL] No, it's not the same one. he's traveling, so he has um [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you're ready for him?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. Here he comes, have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, thank you for holding and being patient for I got Miss [PII] on the line.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help?
[CUSTOMER][NEUTRAL] Yes, how are you?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[CUSTOMER][POSITIVE] I am wonderful.
[CUSTOMER][NEUTRAL] Bear with me and let me get.
[CUSTOMER][NEUTRAL] Logged into everything.
[CUSTOMER][NEUTRAL] My computer just decided to.
[CUSTOMER][NEUTRAL] OK there we go OK.
[CUSTOMER][NEGATIVE] Um, I did that for, oh no, cancel.
[CUSTOMER][NEUTRAL] Alright, you're wanting to pay both May and June?
[CUSTOMER][POSITIVE] Yes ma'am, whatever is outstanding, I'd like to get them all caught up. I'd love to play July should.
[CUSTOMER][NEUTRAL] Um, if it's not available to be paid yet, we haven't generated those invoices just yet.
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm just traveling more now and not at the office. Don't get these things caught up and I just like to get them taken care of.
[CUSTOMER][NEUTRAL] I understand. Let me enter all of this. I have the total amount.
[CUSTOMER][NEUTRAL] It's 8:49