AccountId: 011433970860
ContactId: d586abb5-c3bc-44c1-87ed-121273f3bbf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360269 ms
Total Talk Time (AGENT): 91594 ms
Total Talk Time (CUSTOMER): 94037 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/d586abb5-c3bc-44c1-87ed-121273f3bbf8_20241231T19:32_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]. How are you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I'm doing well thank you and happy new year.
[AGENT][POSITIVE] Happy New Year to you too.
[CUSTOMER][NEUTRAL] I have group number 26483.
[AGENT][NEUTRAL] 26483.
[CUSTOMER][NEUTRAL] Mhm. BPM.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's wanting to pay the December invoice?
[CUSTOMER][NEUTRAL] She has to put it on 2 cards, so she calls in.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is it [PII] that's calling?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][POSITIVE] All right, thank you. Let me get her on the line for you and hope you have a wonderful day and happy [PII]. One moment. Thank you.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Miss [PII], thank you for your patience. I have [PII] on the line she's going to assist you with processing that payment take care. OK, thank you. Thank you bye bye bye bye.
[AGENT][NEUTRAL] Hi this is in the billing department. Um, I understand that you are calling to make a payment on your December invoice, correct?
[CUSTOMER][NEUTRAL] Yes, I gotta use 2 different credit cards.
[AGENT][POSITIVE] OK, that's no problem at all.
[CUSTOMER][NEUTRAL] That's why I have to call in.
[AGENT][POSITIVE] No problem at all, just getting that pulled up.
[AGENT][NEUTRAL] And that will be the invoice ending in [PII] for 51362.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I see 5 1362.
[AGENT][NEUTRAL] Yeah, I'm sorry if they didn't come through clearly, but yeah, that's what I have 5 1366.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And how much did you want to uh do the first payment for?
[CUSTOMER][NEUTRAL] Uh, the first payment's gonna be for $324.
[AGENT][NEUTRAL] [PII] even.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a minute, let me see these numbers.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. Um.
[AGENT][NEUTRAL] OK, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] Sure it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and the expiration date?
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I need is the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and, uh, did you want a copy of that receipt emailed to the [PII]. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] And then the remaining will be for [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And zip code
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'll have that receipt sent to the same email just sending that through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And that payment was also successful. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][POSITIVE] Nope, that's it thank you so much for your help and happy new year.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Yeah, no problem. It was a pleasure. Happy New Year.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.