AccountId: 011433970860
ContactId: f0c09fc5-dd39-4a6c-b53a-a21f3f28ecfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 618289 ms
Total Talk Time (AGENT): 81830 ms
Total Talk Time (CUSTOMER): 172196 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/f0c09fc5-dd39-4a6c-b53a-a21f3f28ecfe_20250613T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII].
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Can I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. How are you doing? This is [PII] from changes.
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII].
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][POSITIVE] Yes, I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you for asking. Um, can I have group number 26604 on the line. They're trying to make a payment.
[CUSTOMER][NEUTRAL] Um, they try to use the portal, but for some reason they have, they don't have access to it, um, so they wanted to see if they can pay.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With a credit card.
[AGENT][NEUTRAL] With the credit card?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, who's on the phone.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that? The, the call is breaking out.
[AGENT][NEUTRAL] Who's, who's on the phone?
[CUSTOMER][NEUTRAL] I, I, I, I don't understand what you're saying. I'm sorry.
[AGENT][NEUTRAL] Who is on the phone?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Who's on the phone? Uh, the name of the person on the phone is [PII] Um
[CUSTOMER][NEUTRAL] I'm not sure if she's still.
[CUSTOMER][NEUTRAL] The contact that we have in the company.
[AGENT][NEUTRAL] Have you verified any of the information?
[CUSTOMER][NEUTRAL] I got it. I mean, I can see you.
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] You can send them to me.
[CUSTOMER][POSITIVE] Alright, she already knows she's gonna be transferred here she comes. Thank you.
[AGENT][NEUTRAL] This is. Can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[AGENT][NEUTRAL] Yes, this is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling on behalf here Hennessy corporation. I get it here one invoice that I need to pay, but the site online is something problem.
[CUSTOMER][NEUTRAL] Our uh human resource representative has been talking somebody with with you for fix this the problem, but in the meantime I need to pay the invoice. Could you help me?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] So let me get it quick and I'll take it for you. I've got to get it pulled up and entered and I can get that card information for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And not listen very well but.
[AGENT][NEUTRAL] My computer's being slow. Bear with me.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm here.
[AGENT][NEUTRAL] Um, uh, what's the
[AGENT][NEUTRAL] About you wanna pay.
[CUSTOMER][NEUTRAL] Uh, could you repeat because something interrupt the communication. I don't know why.
[CUSTOMER][NEUTRAL] What do you need the number of the invoice?
[AGENT][NEUTRAL] The amount, what amount do you want to pay?
[CUSTOMER][NEUTRAL] Or the group?
[AGENT][NEUTRAL] The amount
[CUSTOMER][NEUTRAL] OK, the amount that I, OK, the amount that I want to pay is.
[CUSTOMER][NEUTRAL] 2,532.90 cents.
[AGENT][NEUTRAL] No computer.
[AGENT][POSITIVE] Alrighty, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, one more minute please.
[CUSTOMER][NEUTRAL] The group number?
[AGENT][NEUTRAL] The card number.
[CUSTOMER][NEUTRAL] Correct, it's 2.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Credit card number. I'm ready for the credit card number.
[CUSTOMER][NEGATIVE] Can you repeat because I don't listen very well.
[AGENT][NEUTRAL] I'm ready for the credit card number.
[CUSTOMER][NEUTRAL] Oh, the credit card number. No, I want to make the payment using the.
[CUSTOMER][NEUTRAL] Our accounting uh operating uh account.
[AGENT][NEUTRAL] We can only take a debit card or credit card over the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second please.
[CUSTOMER][NEUTRAL] One minute please.
[CUSTOMER][NEUTRAL] Sorry because I need authorize it for that.
[CUSTOMER][NEUTRAL] I think in that.
[CUSTOMER][NEUTRAL] We can make the payment through the accounts.
[CUSTOMER][NEUTRAL] Banking account.
[CUSTOMER][NEUTRAL] One minute please.
[CUSTOMER][NEUTRAL] Bye, uh hi, you're ready for the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Credit card number? OK, [PII].
[AGENT][NEUTRAL] Yes.
[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] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the zip code associated with the card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, that's been processed and I've sent the confirmation number to the email address that we have on file for the group. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, it's only for that. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] Aa [PII].