AccountId: 011433970860
ContactId: cb7922bb-4623-4fb7-8168-54d51ab4958d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282790 ms
Total Talk Time (AGENT): 129070 ms
Total Talk Time (CUSTOMER): 101903 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/cb7922bb-4623-4fb7-8168-54d51ab4958d_20250204T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got [PII] on the phone. She is with group number 13149.
[AGENT][NEUTRAL] 13149.
[CUSTOMER][NEUTRAL] She's calling
[CUSTOMER][NEUTRAL] Yeah, I verified her and she's calling to uh make a payment on invoice number 6374012.
[CUSTOMER][NEUTRAL] In the amount of 165 37.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] And the number she's calling from is a good call back number.
[AGENT][NEUTRAL] Alright let me get logged in real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh la la la.
[AGENT][NEUTRAL] Of course
[AGENT][NEUTRAL] Um, we should be logged in for longer than that. All right, you can send her to me.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, thanks [PII]. Bye bye.
[AGENT][POSITIVE] You're welcome bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, I would like to make a payment on an invoice that I missed and I would also like to set up auto pay on my card.
[AGENT][NEUTRAL] OK, um, I can help you with the uh payment that you missed, but we do not have any kind of um auto pay at the group level um what we can do is um send you our ACH information and then you can set that up on your end but it would be something that you would have to initiate each month or you can uh log on to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well I don't think I'm interested in doing ACH, but I could log on and do it after y'all mail me an invoice.
[AGENT][POSITIVE] Yes ma'am, and you don't even have to wait um to to for the.
[AGENT][NEUTRAL] Invoice to be emailed or or sent out to you let me.
[AGENT][NEUTRAL] We don't have an email address for you.
[AGENT][NEUTRAL] At the group level, um, hang on one second, let me get.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, what is the um what, what is your email address that you're gonna use?
[CUSTOMER][NEUTRAL] My email is [PII] and that is [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII]. Alright, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You got it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] What is going on, uh.
[CUSTOMER][NEUTRAL] You know another Tuesday, Mon Mondayish, right?
[AGENT][NEUTRAL] Oh yes,
[AGENT][POSITIVE] My computer is making me wanna do all kinds of stuff and know alright.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] All right, let me get, now you can go um.
[AGENT][NEUTRAL] Online and set up your account and then you can um pay your invoices online.
[CUSTOMER][NEUTRAL] OK, we'll do that and I probably will wait to one of the email just because it's one of those things that there's.
[CUSTOMER][NEUTRAL] a million things that come in a month.
[AGENT][NEUTRAL] I understand. And I'm ready for that card number, [PII].
[CUSTOMER][NEUTRAL] Yeah, I know it's just say.
[CUSTOMER][NEUTRAL] OK, it is a Mastercard and it is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], say that last four.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK and the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 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] All righty.
[AGENT][NEUTRAL] Uh, well,
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And could you send me an, you know what, I think [PII] from our local agency already sent me the login information so I can set up an account after I get back.
[AGENT][NEUTRAL] Alright, that confirmation number has been emailed to the email address you provided with me, um, provided to me earlier. Um, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][POSITIVE] Alright well thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You have a great day too bye bye.
[AGENT][POSITIVE] Thank you.