AccountId: 011433970860
ContactId: dd285e36-b74d-4ee2-8d90-a8f0193f64a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481220 ms
Total Talk Time (AGENT): 182554 ms
Total Talk Time (CUSTOMER): 184630 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/dd285e36-b74d-4ee2-8d90-a8f0193f64a2_20250129T16:42_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. I have group number 26898 wanting to pay invoices online.
[AGENT][NEUTRAL] Uh, online, OK, do they just not know how?
[CUSTOMER][NEUTRAL] I mean, on, on the phone.
[AGENT][POSITIVE] Oh, OK, yeah, no worries.
[CUSTOMER][NEUTRAL] I've been trying to help him in OC and there there were issues and so.
[AGENT][NEGATIVE] Oh no, that stinks cause we'd much rather do that.
[CUSTOMER][NEGATIVE] I know, gosh. I got him set up and then we couldn't get, for some reason, we just couldn't get it.
[CUSTOMER][NEGATIVE] Can't get it to work, right?
[AGENT][NEUTRAL] Uh, let me get logged in here real quick.
[AGENT][NEUTRAL] OK, and what was the person's name?
[CUSTOMER][NEUTRAL] I have uh [PII] in.
[AGENT][NEUTRAL] Who and what?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 01, OK. I thought that was all one name [PII], and I was like, what? OK, one, no, no, no, it's OK. [PII]. OK, and the number on the screen and the callback number?
[CUSTOMER][NEUTRAL] Wondering
[CUSTOMER][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] It is and uh it's different than the [PII] number. Oh, and by the way, we need to update that 800 number as well. It's not a complete number if you look at it.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Where?
[CUSTOMER][NEUTRAL] Uh, in the, in, um, EMPLI EMPL2 screen we have [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And nothing else.
[AGENT][NEUTRAL] Let me get that pulled up real quick.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] While we have him on the line.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Well, into what screen? Because I don't have, like I have a 786 number, like the one that's on the screen, like the exact same number.
[CUSTOMER][NEUTRAL] So when, when I, when I pull up the group in EMPL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have the phone number shows [PII].
[CUSTOMER][NEUTRAL] So there's a missing a number missing.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me look
[AGENT][NEUTRAL] How are we seeing something different? I don't, I see because I see the phone number for the contact at least the same as what's on the screen.
[CUSTOMER][NEUTRAL] An EMPL an EMPL2, let me, let me pull them up here. I don't know, hang on.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Like, maybe I'm just not looking in the right place, but the two places that I found for contact, it's the same as what's on the screen.
[CUSTOMER][NEUTRAL] Did that just change?
[CUSTOMER][NEUTRAL] Holy moly! That just changed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Somebody might be on that. I don't know.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Because I opened it up in a different screen on one screen it had that 1-800 number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I opened up in another lion and it has a 78.
[CUSTOMER][NEUTRAL] Girl
[AGENT][NEUTRAL] OK, is he wanting to pay both December and January?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 836. OK.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So I reckon we need to take that extension out because I bet that does not have his extension.
[AGENT][NEUTRAL] Yeah, I don't know.
[AGENT][NEUTRAL] 6
[CUSTOMER][NEUTRAL] I don't know either, so you might just wanna verify that with him.
[AGENT][NEUTRAL] I will.
[AGENT][POSITIVE] All right, I'm ready for.
[CUSTOMER][NEGATIVE] And he is ready to pay it. We tried to walk through the paying online and it just didn't work so I am sending in the navigation um guide.
[AGENT][NEUTRAL] Oh, OK, you're gonna send them over these us you got it. OK, I see. OK.
[AGENT][POSITIVE] All righty. I'm ready for whenever you are.
[CUSTOMER][POSITIVE] Alright thank you let me keep him on the line.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] on the line. She's going to assist you with that payment, OK? Thank you. It's been a pleasure. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi Mr. [PII], this is [PII] in the billing department. Understand you're wanting to pay your two invoices. I'm sorry you've had trouble paying it online. I'm not sure what that's about.
[CUSTOMER][NEUTRAL] No, it was the browser. I was using Chrome and then I switched to Safari and then it started working, um, even though I'm not able to pay with credit card, uh, via online, but I will pay with a credit card via the phone.
[AGENT][NEUTRAL] Yes, sir. And you're wanting to pay both December and January?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. So I have
[CUSTOMER][NEUTRAL] In December or January.
[CUSTOMER][NEUTRAL] January, I mean, the, the policy started in January.
[AGENT][NEUTRAL] Sir,
[AGENT][NEUTRAL] I, I apologize. I'm not sure what you're asking.
[CUSTOMER][NEUTRAL] Uh, you said that if I wanted to pay the December and January, but the policy started on January.
[AGENT][NEGATIVE] Um, oh, I apologize. I'm sitting here looking at the wrong group. That is my mistake.
[CUSTOMER][POSITIVE] No worries.
[AGENT][POSITIVE] OK, so the January and February invoice, I do apologize.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh yeah, OK, OK, of course.
[AGENT][NEUTRAL] 14
[AGENT][NEUTRAL] That definitely makes a difference. OK, so the two invoices of $1,483.75 each would come to $2,967.50.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's good.
[AGENT][POSITIVE] All right, let's see. That definitely makes a difference here we go, oops.
[AGENT][NEUTRAL] There we go. [PII].
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] Let me fix this as well.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] So I am ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Sure. It's American Express [PII].
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh, I apologize.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][POSITIVE] Right, once I get that processed, I'll have an authorization number for you.
[AGENT][NEUTRAL] And I can also send a receipt via email if you would like.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] All right. Let's see here.
[AGENT][NEUTRAL] Alright, the authorization number I have is 262.
[AGENT][NEUTRAL] 157.
[AGENT][NEUTRAL] And would you like for me to send the email to the accounting at
[AGENT][NEUTRAL] Uh, are you [PII].
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] That should be coming your way. Is there anything else I can do for you while we're on the phone?
[CUSTOMER][POSITIVE] No, no, no, thank you so much. I appreciate your help. Thanks so much.
[AGENT][POSITIVE] All right, thank you for calling APL, Mr. [PII]. Hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm, bye-bye.
[CUSTOMER][NEUTRAL] Right.