AccountId: 011433970860
ContactId: d7efc29f-2af7-44a4-a77a-54bc40484d63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341399 ms
Total Talk Time (AGENT): 111069 ms
Total Talk Time (CUSTOMER): 121599 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/d7efc29f-2af7-44a4-a77a-54bc40484d63_20250205T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to pay some invoices here please.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] And we split them in half, um, because it's two different companies and we actually need to pay for January and February but we need those separate.
[CUSTOMER][NEUTRAL] Um, in other words, for one company we need.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To pay January alone and February's alone.
[CUSTOMER][NEUTRAL] We can't bring those up together and then the other company.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We're gonna pay January and again February, so I'm actually gonna be making 4 separate payments with 2 different credit cards.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I will make sure that um
[AGENT][NEUTRAL] I'd let group [PII] know that um can you please give me your name and your callback number just in case.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm [PII] sure.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's [PII] and my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] and what is your group number?
[CUSTOMER][NEUTRAL] 26483.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] OK, and do you have the invoice numbers that you're paying, ma'am?
[CUSTOMER][NEUTRAL] I do for January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll have to look up February, um, let me start with this one.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, it is 637.
[CUSTOMER][NEUTRAL] 5763.
[AGENT][NEUTRAL] OK, and the amount that you're paying on this invoice?
[CUSTOMER][NEUTRAL] Sure we're gonna pay.
[CUSTOMER][NEUTRAL] $324 on one of my credit cards here and then the rest on a different credit card.
[AGENT][NEUTRAL] OK, what I'm going to do is I'm gonna transfer you now on over to group billing. I'm gonna let them know what you have let me know about how you're gonna make your payment so that you don't have to repeat all that again, OK? It's gonna be a.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] You're welcome. And then just one quick verification before I transfer you, just can you give me the physical address of your business?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Of your group.
[AGENT][POSITIVE] OK. Thank you so much. And it's gonna be a brief hold, Ms. [PII], while I transfer you on over.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. Oh gosh, dog, I didn't mean to call Broker Resources. I apologize. Oh, I just realized that when you said [PII], I'm like, that's not. Thank you, ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][POSITIVE] Yeah, yeah, have a good day.
[AGENT][NEUTRAL] OK. All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got uh Miss [PII] on the phone.
[AGENT][NEUTRAL] She is with group 26483.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] I have verified her.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The number she's calling from is a good call back number?
[AGENT][NEUTRAL] And she is calling to pay January and February invoices.
[AGENT][NEUTRAL] But she's going to be making 4 different payments because she needs to use 2 different cards to be able to pay the invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, let me get logged in to closes.
[CUSTOMER][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send her over.
[AGENT][POSITIVE] OK thank you bye bye.
[CUSTOMER][POSITIVE] Thank