AccountId: 011433970860
ContactId: e0b02590-de0c-4e84-9712-4595f8ed47f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412799 ms
Total Talk Time (AGENT): 100871 ms
Total Talk Time (CUSTOMER): 92125 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e0b02590-de0c-4e84-9712-4595f8ed47f1_20250103T16:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got uh [PII] on the phone. He is with group 80025.
[CUSTOMER][NEUTRAL] And he's calling to make payment on.
[CUSTOMER][NEUTRAL] Two invoices. The first one is 0006376008.
[CUSTOMER][NEUTRAL] In the amount of $286.10.
[CUSTOMER][NEUTRAL] But he also wants to pay November's bill, but he doesn't know the invoice number or the amount.
[AGENT][NEUTRAL] OK, um, I can, uh, take those from them, uh, I can get that information. I can give the information to him if you wanna send him over. What's his name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, you can go ahead and send
[CUSTOMER][POSITIVE] OK, thanks, [PII] have a good day. Bye bye.
[AGENT][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] This is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, this is him.
[AGENT][NEUTRAL] Alright, I understand you'd like to make a payment or two payments on November invoice, uh, for 28,610 and December invoice for 28,610, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] OK, alright, I will be happy to take those payments for you just getting these, uh, that screen pulled up so I need some information and ready and just.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, sorry about that. I don't know why it took me a minute to get logged in.
[AGENT][NEUTRAL] Alright, first invoice number is 673516.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And last thing you need the zip code attached to the card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And would you like a copy of this receipt emailed to you or a confirmation number over the phone?
[CUSTOMER][NEUTRAL] Yeah, if you could please email it to me.
[AGENT][NEUTRAL] Alright, and what's that email?
[CUSTOMER][NEUTRAL] Uh, you could send it to accounting.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] The word the [PII]
[CUSTOMER][NEUTRAL] The word [PII]
[CUSTOMER][NEUTRAL] The number 2.
[CUSTOMER][NEUTRAL] The word [PII]
[CUSTOMER][NEUTRAL] And then [PII] no M at the end, just [PII].
[AGENT][NEUTRAL] OK, I have accounting at the [PII].
[CUSTOMER][POSITIVE] Yep, you got it.
[AGENT][POSITIVE] And that payment was successful, so have you.
[AGENT][NEUTRAL] The information entered for the other one.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Alright, and um I'm ready for that card number again.
[CUSTOMER][NEUTRAL] You're ready for the card number again?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sorry, are you still there?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh yeah, the expiration date?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the security code and zip code.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] I'll have that sent to the same email address and submitting that payment now and that one was also successful so you should see those receipts in your uh in that email immediately. Um, is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, we're all set. I appreciate your help.
[AGENT][POSITIVE] No problem. Uh, happy [PII] Year and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Appreciate it. You too.