AccountId: 011433970860
ContactId: f048851c-81ae-4ced-bc12-e633a925ba65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281890 ms
Total Talk Time (AGENT): 118012 ms
Total Talk Time (CUSTOMER): 107309 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/f048851c-81ae-4ced-bc12-e633a925ba65_20250312T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII], good morning. This is [PII] from Par Services. Uh, I need to make a payment for a group invoice.
[AGENT][NEUTRAL] OK, do you have the group number?
[CUSTOMER][NEUTRAL] 800 and then 56.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I do apologize. What did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], all right, [PII].
[AGENT][NEUTRAL] Um, alright, can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can you verify the contact person we should have on file for this group?
[CUSTOMER][NEUTRAL] You probably have either [PII] or [PII].
[AGENT][NEUTRAL] I have [PII], thank you. And um what is um the phone number we should have for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, we have a different one on file.
[CUSTOMER][NEUTRAL] You probably have her cell number. I don't know, but that's, that's the office number [PII].
[CUSTOMER][NEUTRAL] Let me give you her number. Maybe you have it under her.
[CUSTOMER][NEUTRAL] Let me give it to you mm mm mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] [PII]. Well, I don't know where that number is from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's a weird number.
[CUSTOMER][NEUTRAL] We don't have anybody with that number.
[AGENT][NEUTRAL] Alright, is the um [PII] a good phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Alright perfect and you're wanting to make a payment for the March invoice, is that correct?
[CUSTOMER][NEUTRAL] Yes, which is uh 7:34 25.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] 7:34.
[CUSTOMER][NEUTRAL] Mm mm mm mm.
[AGENT][NEUTRAL] 20 come on, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have 7:34 26.
[CUSTOMER][POSITIVE] OK, yeah, I'm sorry, 26. You're right.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You're right. Alright, let me get it all entered into the system and then I can take that, uh, card payment. So give me just a second.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] All righty, [PII]. I'm ready for that card number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, let me read that back out to you. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect, thank you and what's the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] Alrighty, and the expiration date?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All right. And the zip code associated with the card?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the email address I'm gonna send the confirmation number to is [PII].
[CUSTOMER][NEUTRAL] No, you should have accounting. You can have her, you can copy her, you can leave it there, but it should go to accounting at [PII].
[AGENT][NEUTRAL] Well, currently we have [PII]'s email as the contact on file and that's the only one we'd be able to send it to and if she and if y'all need to if y'all need to update that to the more um.
[CUSTOMER][NEUTRAL] OK, then send it to her.
[CUSTOMER][NEUTRAL] Does it go ahead and send it to her she would send it to me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Generic not generic but the more um the accounting email she just needs to email us and let us know and we can get that updated for her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'll let her know. I'll let her know.
[AGENT][POSITIVE] Alrighty, [PII]. I have processed that payment and uh the confirmation number will be received shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your help.
[AGENT][POSITIVE] Alrighty well thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.