AccountId: 011433970860
ContactId: eb076eae-d90a-416e-89c7-70ff0cd719c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173080 ms
Total Talk Time (AGENT): 73406 ms
Total Talk Time (CUSTOMER): 57094 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/eb076eae-d90a-416e-89c7-70ff0cd719c7_20250604T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], are you having um online issues with billing?
[AGENT][NEUTRAL] So we redid the online service center and everybody's like having to re-register. Have you guys been able to do that? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Which I did and I got to the billing and it gave me an error.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Can I just give you a payment over the phone or something to save some time? I've been trying to deal with this all morning.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm sorry about that. What's the group number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Uh, it's 26637.
[AGENT][NEUTRAL] OK, let me just pull this up here. Give me a second.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And then can I get the group name and then your first name?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] It's Fast boats.com sales company LLC doing business as FB Marine Group. My name is [PII].
[AGENT][NEUTRAL] Thank you [PII] and then do you by chance have the invoice number you're wanting to pay?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um, I guess, I guess I can try to log back in there. Hold on.
[AGENT][NEUTRAL] Oh, no, don't worry about it. I can get it. I just thought I would ask if you had it, no worries. Um, OK, I need to call, yeah, I need to call over to billing, [PII]. Do you have a good callback number in case something happens on the transfer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Yep, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment, let me get somebody on the line to take the payment.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Thank you I. You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer care. I have a group on the line that just needs to make a payment.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK, um, what's the group number?
[AGENT][NEUTRAL] 26637.
[AGENT][NEUTRAL] Should come up as [PII].
[CUSTOMER][NEUTRAL] Yeah, and who do we have on the line?
[AGENT][NEUTRAL] We're talking to [PII].
[AGENT][NEUTRAL] Oh, she hung up. Dang it, never mind.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] All right, sorry about that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh huh bye bye.