AccountId: 011433970860
ContactId: d54c7abf-7eeb-40a1-9a13-ff392d596cb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239460 ms
Total Talk Time (AGENT): 84254 ms
Total Talk Time (CUSTOMER): 86656 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/d54c7abf-7eeb-40a1-9a13-ff392d596cb8_20250221T23:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling on APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from uh Becker Complete Compactor. Uh, I was calling in because uh I received a past due notice for a bill from January, and I was wondering if I can make a payment online or by phone.
[AGENT][NEUTRAL] OK, [PII], um, and you're with the group, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, I'm actually in accounting.
[AGENT][NEUTRAL] Or is this for your own individual?
[AGENT][NEUTRAL] OK, [PII], what, what is the group number?
[CUSTOMER][NEUTRAL] No, um, with the group, yeah.
[CUSTOMER][NEUTRAL] Um, 26.
[CUSTOMER][NEUTRAL] 369.
[AGENT][NEUTRAL] OK, let me look that group up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Better complete LLC is the company name.
[AGENT][NEUTRAL] OK I do see that and can you verify the street address for me please?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK thank you I appreciate that and what is the um invoice number that you're paying?
[CUSTOMER][NEUTRAL] It's the 1000.
[CUSTOMER][NEUTRAL] 63
[CUSTOMER][NEUTRAL] 78
[CUSTOMER][NEUTRAL] 122.
[AGENT][NEUTRAL] OK, and what's the amount you're paying?
[CUSTOMER][NEUTRAL] Um, well, I don't know if there are any past due, uh, fees, but the, the, the invoice amount is $391.23.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I transfer you over to group billing and they're gonna be able to take that payment over the telephone for you.
[CUSTOMER][POSITIVE] Awesome, um, do you know if they will be able to, to take, um, ACH payments over the phone by any chance?
[AGENT][POSITIVE] That's a good question, um.
[CUSTOMER][NEUTRAL] Or just with a credit card?
[AGENT][NEUTRAL] Right, it'll be with a card, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, it's gonna be a brief hold. I'm gonna transfer you on over. You have a good weekend, [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Oh, thank you very much. Sorry. You as well. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye, [PII].
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got [PII] on the phone. He is with group number 263-69. He's calling to pay an invoice.
[AGENT][NEUTRAL] The invoice number.
[AGENT][NEUTRAL] It's 637-812-2.
[AGENT][NEUTRAL] And the callback number is the same number that he's calling from.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Get closer.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you said his name is [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] OK, thanks, [PII]. You have a good weekend. Bye bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.