AccountId: 011433970860
ContactId: d479abf8-a700-4b46-8d76-a4e320230941
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308640 ms
Total Talk Time (AGENT): 122226 ms
Total Talk Time (CUSTOMER): 162626 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/d479abf8-a700-4b46-8d76-a4e320230941_20250306T15:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Good morning. Um, yes, I am a
[CUSTOMER][NEUTRAL] Employer that has a group.
[CUSTOMER][NEUTRAL] And I.
[CUSTOMER][NEUTRAL] Create the log in on your website so I could pay with it by card because I know I can't do auto um pay with a card for a group and I was curious um I submitted invoice.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Is it easier for me just to call each month to give you my card number because we've had so many problems with the checks being lost in the mail.
[AGENT][NEUTRAL] OK, um, we do have that option. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] at Grocer's Pride and Dendy Foods.
[CUSTOMER][NEUTRAL] And a good callback number is [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Do you know the group number?
[CUSTOMER][NEUTRAL] I do. It is 13149.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you said you tried to do it online and were you able to do it online or no?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm hitting submit invoice and it says select payment option, um, one time EFT or check by mail and I don't wanna do either of those things um I wanna use my card with I mean is that what it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Mhm. Yeah, you can do that. Yeah, you can call every month and make a payment over the phone by credit card if you would like to do that, if that's easier for you. Mhm.
[CUSTOMER][POSITIVE] OK, that would be great. I just don't want another check to get lost in the mail because then they have a whole thing.
[AGENT][NEUTRAL] I understand, it's OK. Um, do you need to make a payment right now today or no?
[CUSTOMER][NEUTRAL] I would like to.
[AGENT][NEUTRAL] Yes, OK. Uh, let me have um the mailing address on file and your email address.
[CUSTOMER][NEUTRAL] It's [PII] and the email is mine. It is [PII].
[AGENT][NEUTRAL] Perfect thank you. OK, let me go ahead and get um the group billing department to take that payment for you and you're paying which invoice do you have the number?
[CUSTOMER][NEUTRAL] Um, it is the current invoice 4 you want the import number or the last 4?
[AGENT][NEUTRAL] If, if, if I can get the phone number I'll just give it to them so they have it pulled up when they have you.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] [PII]. All right. And how much you're wanting to pay?
[CUSTOMER][NEUTRAL] I want to pay the full amount 165 37.
[AGENT][NEUTRAL] Normal? OK.
[AGENT][NEUTRAL] 9:37. OK, thank you. One moment, let me get them on the line. You're welcome. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Spring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[CUSTOMER][POSITIVE] Hi, I'm good. How about yourself?
[AGENT][NEUTRAL] I'm good, thank you. I have um Ms. [PII] on the line, so she would like to make a payment for the group. Um, let me give you the group number. It's 13149.
[CUSTOMER][NEUTRAL] And you said what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] No, no, I love her name.
[AGENT][NEUTRAL] Then
[AGENT][NEUTRAL] Oh, her name is [PII]. I'm sorry.
[CUSTOMER][POSITIVE] [PII], OK, no worries.
[AGENT][NEUTRAL] It's easier to say than me.
[CUSTOMER][NEGATIVE] I have so much trouble with some of these names. I've, I, when I look them up and I have to call someone, I'm like, oh no, I don't know how to pronounce that.
[AGENT][POSITIVE] You know, that happens to me a lot and I'm like, oh boy, I hope they don't get mad because I go by their first name.
[CUSTOMER][NEUTRAL] Well, truly the first and last name some sometimes I'm just like, oh, I'm gonna butcher this.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I do and I always apologize beforehand and I'm so sorry.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, do you know what invoice they're wanting to pay?
[AGENT][NEUTRAL] Oh yes, 638-1681 for 165 31.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 531.
[CUSTOMER][POSITIVE] All right, I'm ready for whenever you are.
[AGENT][NEUTRAL] OK, and the callback number is the same one on the system, OK?
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] Here she comes.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment, Miss [PII], not Ms [PII], Miss [PII]. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] OK, thank you [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I understand you're wanting to make a payment for an on an invoice for a group.
[CUSTOMER][NEUTRAL] Yes, and I'm being told it is invoice number $63816814165.31. Yes, it was is the balance of that invoice I received an email yesterday. OK, so I'm ready for that card number whenever you are. OK, it is a Mastercard I think I don't know the symbols anymore, um, but there doesn't matter anymore I guess [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the expiration is [PII].
[CUSTOMER][NEUTRAL] Yeah.