AccountId: 011433970860
ContactId: cc90b73b-fcc7-4f51-b15a-c026ca69caf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298690 ms
Total Talk Time (AGENT): 80488 ms
Total Talk Time (CUSTOMER): 71427 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/cc90b73b-fcc7-4f51-b15a-c026ca69caf7_20250603T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Doing all right, thank you. Um, I've got uh
[CUSTOMER][NEUTRAL] I'm sorry, uh, got a group on the he's not the we have, but he's just wanting to make a payment for the group.
[AGENT][NEGATIVE] Hey, I'm sorry, you're cutting out really bad. What?
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Oh, hold on.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEGATIVE] You're cutting out like really, really bad. Hold on.
[AGENT][NEUTRAL] I don't know if it's me or if it's you.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I don't know. Can you hear me OK now?
[AGENT][NEUTRAL] Yeah, what's the group number?
[CUSTOMER][NEUTRAL] It's 247-47.
[AGENT][NEUTRAL] And who do we have on the line?
[CUSTOMER][NEUTRAL] Uh his name is [PII].
[AGENT][NEUTRAL] OK, and was he able to verify?
[CUSTOMER][NEUTRAL] He did give me the invoice number.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Uh, oh, I was just asking if he was able to verify um the information.
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] Yes, um, I do have the invoice number and then the amount that he'll be paying as well.
[AGENT][NEUTRAL] Is it 638-803-3?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And he's paying with a credit card?
[CUSTOMER][NEUTRAL] Yes, um, he said he's paying $1,088.66 on this, and they'll be paying the rest through a check.
[AGENT][NEUTRAL] Alright, you can go ahead and send it over.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] All right. I understand you wanted to make a payment on your um May invoice and you're gonna be paying uh 1088 on a card and then the rest on a check. Is that correct?
[CUSTOMER][NEUTRAL] Yes, that's correct, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Alright, and it is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And last thing I need is the zip code.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And would you like a copy of this receipt emailed to the accounting email, or did you just want the confirmation number over the phone?
[CUSTOMER][NEUTRAL] Uh, if you could send it to the accounting email please.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][POSITIVE] Yep, that's correct.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] And I just sent that through and it was successful. So, uh, you should see that email any second now. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Nope that was it thank you.
[AGENT][POSITIVE] No problem. I hope you have a great rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright you too thank you.