AccountId: 011433970860
ContactId: dd47ddc5-6430-4191-bc4f-979356c6b82d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307380 ms
Total Talk Time (AGENT): 87522 ms
Total Talk Time (CUSTOMER): 101261 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/dd47ddc5-6430-4191-bc4f-979356c6b82d_20250611T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][POSITIVE] Hi, [PII], good morning. How are you? This is [PII].
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm good thank you. I have a group in the line that would like to make a payment over the phone.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It's 25085.
[AGENT][NEUTRAL] GJPJ Holdings.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, uh let me get the credit card thing pulled.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEGATIVE] Fingers. I'm pretty sure that's not the right password.
[AGENT][POSITIVE] Oh, it is. OK, good.
[AGENT][POSITIVE] Alrighty, you can send them to me.
[CUSTOMER][POSITIVE] OK, thank you. Here she comes.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. I got Ms. [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You do too.
[AGENT][NEUTRAL] All righty. Like so I said, my name is [PII] and I'll
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Be assisting you with that credit card payment. Let me get all that pulled up. You're wanting to pay the June invoice, is that correct?
[CUSTOMER][NEUTRAL] Yeah, but you have, you have a, an account for me online there. So whatever you have there for me, I would like to use that account.
[AGENT][NEUTRAL] Um, we can only take debit card or credit card over the phone.
[CUSTOMER][NEUTRAL] Oh, OK. It's the same, it's the same card that my bank card, or the number that you have there? It's an ACH number.
[AGENT][NEUTRAL] Right, we can't take bank it we can't take routing number, bank account number. It can only be a debit card or a credit card.
[CUSTOMER][NEUTRAL] OK. Now, let me just check and see here. Do you have a debit card for us? I have, that's the only thing, payment they accept.
[CUSTOMER][NEUTRAL] Hold on a sec. I, I, I found it myself.
[CUSTOMER][NEUTRAL] Hold on, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. The card number is um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Well, hang on, hang on one second, you're wanting to pay the June invoice.
[CUSTOMER][NEUTRAL] 89
[CUSTOMER][NEUTRAL] OK, just a second. I'm gonna put you on speakerphone because that way I can, hold on a second. OK. So now I have you on speaker.
[AGENT][NEUTRAL] OK, the amount you're wanting to pay is $481.81.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Whatever, yeah, whatever is due.
[AGENT][NEUTRAL] Alright, let me finish entering this real quick.
[CUSTOMER][NEUTRAL] It's 481 or 471?
[AGENT][NEUTRAL] Um, I have it as 481-81.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get it entered over here.
[AGENT][POSITIVE] All right, I'm ready for that card number now.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you and I'll send that confirmation number to the email address that we have on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] All right, that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I really appreciate your help. Thank you.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You do too. Bye.
[AGENT][POSITIVE] Thank you, bye.