AccountId: 011433970860
ContactId: e2ad339f-1655-435d-87db-185d1e9791f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354149 ms
Total Talk Time (AGENT): 125176 ms
Total Talk Time (CUSTOMER): 132488 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/e2ad339f-1655-435d-87db-185d1e9791f0_20250623T12:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, good morning. I'm calling because I've been trying to log, I've been trying to, um, make my account with my group number and everything. I keep getting kicked out. I called last Friday and they said that it will fix it, but unfortunately it's not fixed, so now I'm calling the billing department because I need to pay my APL.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure. Yes, ma'am. I can help you with that. What's your group number? Can you give me your group number?
[CUSTOMER][NEUTRAL] Yes, 18966.
[AGENT][NEUTRAL] And the name of the group, please?
[CUSTOMER][NEUTRAL] Can Pyo Electrical Contractors Inc.
[AGENT][POSITIVE] Thank you so much. And tell me your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], give me one moment. Can you verify the uh address for the group for me?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you so much. Give me one moment if you don't mind. I'm sorry, hold on.
[AGENT][POSITIVE] Ma'am, I apologize. Give me that number one more time, please.
[CUSTOMER][NEUTRAL] I'm sorry, what, it was a little bit noisy. What?
[AGENT][NEUTRAL] Yes, so, can you, can you get.
[AGENT][NEUTRAL] I'm sorry, can you please give me the group number again? Yes, ma'am, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] A group number. OK, 18, uh, for a moment there I would can, yeah, I can hear you now 18966.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Thank you so much. And please give me your call your callback number.
[AGENT][NEUTRAL] Disconnected, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. So I tell you. OK. So, are you want to pay over the phone with the credit card?
[CUSTOMER][NEUTRAL] Yes, and if you could send me an email receipt, I would appreciate it that way I could put it for my records.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Sure, absolutely, absolutely, yeah, and let me verify your email, please.
[AGENT][NEUTRAL] What's your email?
[CUSTOMER][NEUTRAL] [PII]. It's [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] [PII]. Thank you so much, [PII]. OK, so which invoice are we paying? Are you paying the June invoice?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yes, the June invoice because I didn't receive it by the mail and I've been trying to create an account, an APL to pay and then I and it's not letting me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Did they put in a ticket for you for that for Friday to you they get that fixed?
[AGENT][NEUTRAL] OK, so I show that the to.
[CUSTOMER][NEUTRAL] Can I pay by credit card?
[AGENT][NEUTRAL] Yes, ma'am, we can do a credit card right now. Um, I see that the total is [PII]. Will you be paying all of that total today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Thank you. Alright, give me one moment.
[AGENT][NEUTRAL] All right. OK, I'm ready for your card number, [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In 3 digit security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the, the zip code, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and let me send you an email.
[AGENT][NEUTRAL] And that was [PII], correct?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][POSITIVE] Yes, that's what I meant to say. I'm sorry, yes, 1 2nd, thank you. [PII]
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] All right, and I've got that payment submitted, so you should be receiving an email with the receipt, OK?
[CUSTOMER][NEUTRAL] I'm sorry, what was that? I can't hear you.
[AGENT][NEUTRAL] Yes, ma'am. I've got, I've submitted that payment, so you should be receiving your email in a moment.
[CUSTOMER][NEUTRAL] I just got the email.
[AGENT][POSITIVE] OK, great. Is that all I can help you with today?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, uh, can you please make sure that for the July statement is gonna be um sent by mail?
[CUSTOMER][NEUTRAL] Because I didn't receive my [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'll double check that we have that you received email and mail. Yes, ma'am, I sure will.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] By mail. Thank you.
[AGENT][POSITIVE] You're welcome. You have a great day, OK. Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Likewise, bye bye.