AccountId: 011433970860
ContactId: c22c7990-982c-4427-a393-3d54d4f60b6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248800 ms
Total Talk Time (AGENT): 150727 ms
Total Talk Time (CUSTOMER): 93420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/c22c7990-982c-4427-a393-3d54d4f60b6b_20250312T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you this morning?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good um I have [PII] on the line, a bookkeeper with a group needing to make a payment on a group.
[AGENT][NEUTRAL] Alright. Give me 1 2nd.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Caught me right in the middle of something.
[CUSTOMER][POSITIVE] No, no, no worries.
[AGENT][NEUTRAL] Trying to get caught up on some other stuff that I've just kind of let go on the back burner.
[CUSTOMER][POSITIVE] I hear you. No, no worries, and I'll be honest with you, [PII], looking at this, she said it was an outstanding invoice from last year, but I.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 15479.
[AGENT][NEUTRAL] Yes, Acuderm, yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm I've been waiting on them. OK. Uh, let me pull up my
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Email that I sent to him uh and what did you say her name was?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name is [PII]. She said she's the bookkeeper. She did verify the group and [PII] is the contact and she gave me the invoice number and the amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] It would have been no.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, the June 6358796.
[CUSTOMER][NEUTRAL] 635, she said 3574.
[AGENT][NEUTRAL] Oh, yes, yeah, yeah, yeah. I'm sorry. Uh, 6353574, and that's April and the amount is 28188.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. And you said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, you can send her over.
[CUSTOMER][POSITIVE] Thank you. Here she comes.
[AGENT][POSITIVE] You're welcome. No problem.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Acuderm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] is your last name [PII]?
[AGENT][NEUTRAL] Yes, ma'am. That is me.
[CUSTOMER][NEUTRAL] Oh, OK, so I've been emailing you. OK.
[AGENT][NEUTRAL] Yes, ma'am, yes ma'am. I, I do apologize that this has not been dealt with before now, but I guess just with the end of the year that happened and it just, and, and then January coming and going and February coming and going and now we're in the middle of March. It just, everything is catching back up with me. OK, um, it is for the April invoice 6353574.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, let me enter this over here real quick, get everything.
[AGENT][NEUTRAL] Uh, [PII] replacement [PII].
[AGENT][POSITIVE] All righty, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you. And the name on the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] YH OK, and the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty and let me, I've got so much open right now let me find.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh gosh, I'm not going, I'm coming. All right, and it was the accounting at [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alrighty, I'm gonna send that confirmation number to that [PII].
[AGENT][POSITIVE] All right, complete that payment. Perfect. That has been processed and you should receive that confirmation number shortly. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] All right, thank you so much and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] OK you too bye.
[AGENT][POSITIVE] Thank you. Bye.