AccountId: 011433970860
ContactId: d0b450a1-1a11-4c28-b46f-697eb61bef29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251990 ms
Total Talk Time (AGENT): 111061 ms
Total Talk Time (CUSTOMER): 82321 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d0b450a1-1a11-4c28-b46f-697eb61bef29_20250625T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I've got, um, hey, I've got Miss [PII] on the phone. She is calling for group number 80136.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] And she's calling to.
[CUSTOMER][NEUTRAL] Yeah, her name is [PII], she's just calling to make a payment.
[AGENT][NEUTRAL] Alright, let's see here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I've got the invoice number and the amount for you.
[AGENT][NEUTRAL] OK, give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I was logged into the site but it logged me out so I need to log back in.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Well, you know, it's just to take payments and I don't take as many as we used to, so.
[AGENT][NEGATIVE] Uh, it, if I don't use it after like an hour, it logs me out.
[CUSTOMER][POSITIVE] It kicks you out, yeah.
[AGENT][NEUTRAL] Mm, OK, let's see what's the invoice number?
[CUSTOMER][NEUTRAL] The invoice is 6391885 and the amount of $359.96.
[AGENT][NEUTRAL] And is her callback number the one on the screen?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Awesome. OK, I'll take her whenever you are ready.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. How are you today?
[CUSTOMER][POSITIVE] I'm doing well, [PII], thank you for asking.
[AGENT][NEUTRAL] Um, I understand you're wanting to pay an invoice.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I just wanna confirm the invoice number that she gave me is 6391885 in the amount of $359.96.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Awesome, OK, I've got all that information. I am ready for your card number whenever you are.
[CUSTOMER][NEUTRAL] Uh, is it only through a card or can we do it through a bank?
[AGENT][NEUTRAL] Unfortunately over the phone I'll only be able to do a card but um if you log into the oh OK so if you log into the online service center you could do an ACH to the bank.
[CUSTOMER][POSITIVE] OK, that's no problem.
[CUSTOMER][NEUTRAL] That's fine. I can do it through the card.
[AGENT][NEUTRAL] OK, what's that number?
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's easy enough. OK, once I have that payment processed, I can give you an authorization number.
[CUSTOMER][POSITIVE] Thank you and also um.
[CUSTOMER][NEUTRAL] For the uh for the cards, will that be sent out? This is the first invoice that we're paying, so I'm guessing what you should be receiving the card within like the next few weeks.
[AGENT][NEUTRAL] I would assume, I would assume so I apologize. I am only in billing and I don't know about where in the process they they send those out. I apologize.
[CUSTOMER][NEUTRAL] Or should we have already gotten them?
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][POSITIVE] That's OK, thank you.
[AGENT][NEUTRAL] All right, let's see here. OK, there's the payment.
[AGENT][NEUTRAL] Alright, your authorization number is 262326.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can also send that uh in an email email if you'd like.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I can send the receipt and email if you would like.
[CUSTOMER][NEUTRAL] Um, no, that's OK. I have it, I have it written down.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well, is there anything else I can help you with while we're on the phone?
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][POSITIVE] Yes ma'am I hope you have a great rest of your week. Thanks for calling ATL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Mhm bye bye.