AccountId: 011433970860
ContactId: d0ad774d-d1aa-40ac-9b67-a1d7d2fe675a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258940 ms
Total Talk Time (AGENT): 98674 ms
Total Talk Time (CUSTOMER): 102836 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/d0ad774d-d1aa-40ac-9b67-a1d7d2fe675a_20250108T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] again. I'm on the care team. Um, I've got a group admin who just needing to make a payment.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 24394
[AGENT][NEUTRAL] 24394.
[CUSTOMER][NEUTRAL] Yes, 243-94.
[CUSTOMER][NEUTRAL] She verified everything. um, I have the invoice number. It's a different contact than we have. Her name is [PII].
[AGENT][NEUTRAL] The [PII]?
[CUSTOMER][NEUTRAL] Um, that's, uh, MD Distributing Inc.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] 24394
[CUSTOMER][NEUTRAL] 24394 yeah MD Distributing Inc.
[AGENT][NEGATIVE] That group number is not bringing up anything.
[CUSTOMER][NEUTRAL] 24394. That's what I've got on here.
[AGENT][NEUTRAL] MD what?
[CUSTOMER][NEUTRAL] Distributing.
[AGENT][NEUTRAL] 24349
[CUSTOMER][POSITIVE] I'm so sorry. Oh my goodness.
[AGENT][NEUTRAL] I was like, I'm not bringing up anything.
[CUSTOMER][POSITIVE] Sorry, I am so sorry. Oh my gosh, I'm literally looking at it well I'm so confident saying that. I'm so sorry.
[AGENT][NEUTRAL] It's fine. Let me get everything else pulled up real quick. 24349. All right, mark that one out so I don't get confused again. You're fine.
[CUSTOMER][POSITIVE] Sorry about that. Oh my gosh.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] All right, send him on. Who's on the phone?
[CUSTOMER][NEUTRAL] All right. Uh, her name is [PII]
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] Alrighty send her on.
[CUSTOMER][POSITIVE] All right. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] I'm here. I'm here.
[AGENT][POSITIVE] Yes ma'am, what can I help you with today?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um, they transferred me over, um, I believe they gave you the information, the voice number, the group number, it's just to make a payment over the phone with a credit card.
[AGENT][POSITIVE] All righty, let me get everything entered real quick and I can take care of that for you.
[CUSTOMER][NEUTRAL] They gave you the invoice number, right?
[AGENT][NEUTRAL] Uh, the January invoice.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, and that total is 471 even?
[CUSTOMER][NEUTRAL] Wait
[CUSTOMER][POSITIVE] OK, yeah, that's correct.
[AGENT][NEUTRAL] Alrighty then I'm ready for that, um, card number.
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] It's gonna be it's it's the business card but [PII] and it should be under MD Distributing or Pharma International.
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, and I'm gonna send that confirmation number to the email address that we have on the file which is [PII] [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Arma International, let me make sure I spell that right.
[AGENT][NEUTRAL] copy and paste.
[AGENT][NEUTRAL] And. All [PII], that um
[AGENT][POSITIVE] Payment has been processed and um he'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, do you know when the new invoice is gonna be ready next month, right? February, we probably.
[AGENT][NEUTRAL] For February, it won't generate until the [PII] 3rd weekend of this month.
[CUSTOMER][POSITIVE] Perfect. OK, that's all thank you.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye.