AccountId: 011433970860
ContactId: c6466ed8-ac47-43ce-9c9e-d57b516b104e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 548450 ms
Total Talk Time (AGENT): 144069 ms
Total Talk Time (CUSTOMER): 160670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c6466ed8-ac47-43ce-9c9e-d57b516b104e_20250205T16:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone.
[CUSTOMER][NEUTRAL] She is with group 26483.
[CUSTOMER][NEUTRAL] I have verified her.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The number she's calling from is a good callback number?
[CUSTOMER][NEUTRAL] And she is calling to pay January and February invoices.
[CUSTOMER][NEUTRAL] But she's going to be making 4 different payments because she needs to use 2 different cards to be able to pay the invoices.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me get locked in to closes.
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. I'm speaking with [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. I understand you'd like to make a couple payments on your January and your February invoices, um, but you'll need to use a couple different payment, uh, uh, credit cards. Is that correct? OK. All right. So, uh, how much, OK, so your first invoice is 51362. So how did you want to split that up?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I've got 2 different Mastercard or two different American Expresses and the first one I'm gonna pay $324 and I'll give you the credit card number for that.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is invoice 637-8165.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, you got, uh, catalog for you.
[CUSTOMER][POSITIVE] Oh, you got the number perfect.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] Sure it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And last thing I need is the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And did you want a copy?
[CUSTOMER][NEUTRAL] And just so you know we're gonna use that same card we're gonna use the same card and same amount for February as well, but we gotta have that separate for the next invoice.
[AGENT][NEUTRAL] OK, so it won't store um any credit card information, but what I can do is um I could just put this, both of them on this payment and um I'll put it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, we got, it's gotta be separate.
[AGENT][NEUTRAL] OK, so you need it to be separate transactions?
[CUSTOMER][POSITIVE] Yes, yes, yes, yes.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So let's just uh we'll finish this invoice and then we'll do the other one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And yes, I would like an email.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Alright, so that [PII]. [PII]?
[CUSTOMER][NEUTRAL] For the receipt.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, so submitting this one for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] people
[AGENT][NEUTRAL] All right, and that payment.
[AGENT][POSITIVE] Was successful.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So you want to finish up the January invoice.
[CUSTOMER][NEUTRAL] [PII], yes, for [PII].
[CUSTOMER][NEUTRAL] And we're gonna put it on this other Amex card.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And last thing you need is the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have that email sent to the same email address.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] And that payment was successful.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so February, that one's gonna be broken up the same way, [PII] and [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is invoice
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, and ready for that card number again.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the zip code [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, and that payment was successful, so we do the rest for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and ready for that card number.
[CUSTOMER][NEUTRAL] Sure it is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, expiration date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, I have all of those done. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it. I greatly appreciate it thanks so much.
[AGENT][POSITIVE] No problem. Yeah, no problem. Thank you for calling SPL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.