AccountId: 011433970860
ContactId: c5c250b2-5395-4488-9d42-e8cfe3f23664
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258470 ms
Total Talk Time (AGENT): 75254 ms
Total Talk Time (CUSTOMER): 93310 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/c5c250b2-5395-4488-9d42-e8cfe3f23664_20250218T20:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, hello, ma'am. By the way, good afternoon. My name is [PII], and I'm calling from Avid Exchange on a recorded line. Um, I would like to make a payment on behalf of Winthrop House Condominium Association. Are you able to help me with this payment?
[AGENT][NEUTRAL] Um, I may can. Could you give me a group number?
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, sure, um, that would be group number 18872.
[AGENT][NEUTRAL] And I apologize. What was your name again?
[CUSTOMER][NEUTRAL] Uh yeah, my first name that would be [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Give me 1 2nd, let me pull that up.
[AGENT][NEUTRAL] And what was the group's name?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The group, the name of the group?
[CUSTOMER][NEUTRAL] Alright, so that would be for Winthrop House Condo association.
[AGENT][NEUTRAL] And you're a third party calling to make a payment?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I apologize, let me just get signed in here.
[AGENT][NEUTRAL] 18872.
[AGENT][NEUTRAL] And what invoices that you were wanting to pay today?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Alright, so yeah, that would be for invoice number 0006379587.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] 63795887.
[AGENT][NEUTRAL] I don't have that for that group. Let me put 18872.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me just refresh this. Oh, there it goes. Sometimes it doesn't refresh to the right one. OK, and how much were you wanting to pay?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that would be for amount of $789.84.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, that's a charged the amount of $789.84. I'm ready for your card number whenever you are.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the card number that would be [PII].
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing you need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] Yes, uh, that'd be [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] get this processed for you.
[AGENT][NEUTRAL] And I have an authorization number.
[AGENT][NEUTRAL] Would you like for me to send a receipt to the address, the email address we have on file?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. The authorization number I have is 723302.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else I can help you with while we're on the phone?
[CUSTOMER][POSITIVE] Alright perfect thanks.
[CUSTOMER][NEUTRAL] Um, by the way, um, if you don't mind, uh, can I ask your name again, uh, for documentation purposes?
[AGENT][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][POSITIVE] OK perfect. Alright, so I think we're all good here. Thank you very much, [PII], for helping me process the payment and from Avid Exchange, have a wonderful day and take care always. Bye for now.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.