AccountId: 011433970860
ContactId: f28df013-f9ba-47df-8923-68f7e4752173
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244009 ms
Total Talk Time (AGENT): 74718 ms
Total Talk Time (CUSTOMER): 76666 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/f28df013-f9ba-47df-8923-68f7e4752173_20250424T17:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] with Broker Resources. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm well. I have, um, [PII] on the phone, and he's the contact for a group. It's group number 8804.
[CUSTOMER][NEUTRAL] And he just received an email that he they're past due and he wants to pay over the phone with a check, is he allowed to do that for a group?
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] No, um, it can only be a debit card or credit card.
[CUSTOMER][NEUTRAL] OK, let me, I'm gonna go back to him and then give me just a second, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK [PII], he, he has a credit card. I'll join you guys now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright [PII] I have [PII] from billing on the line to help, OK?
[AGENT][NEUTRAL] This is
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too
[AGENT][NEUTRAL] Hey, [PII], like she said, my name is [PII] and I'll be assisting you with that payment. Let me get everything pulled up and
[AGENT][NEUTRAL] Logged in real quick.
[AGENT][NEUTRAL] Alright, I have both the March and the April invoices outstanding which one are you wanting to pay?
[CUSTOMER][NEUTRAL] Both of them.
[AGENT][NEUTRAL] Both of them? All righty.
[CUSTOMER][NEUTRAL] And I would go ahead and pay, uh, May to get it knocked out if we can do that.
[AGENT][NEUTRAL] Well, since we don't have um a May invoice to attach it to, we, we wouldn't be able to take that payment at the time.
[CUSTOMER][POSITIVE] No problem. I'm just, uh, traveling a lot and, and, uh, office stuff is my Achilles heel if you know what I mean and so that.
[AGENT][NEUTRAL] I understand that, um, the, um,
[AGENT][NEUTRAL] May invoice should be generated this weekend, so you'll get an email on uh probably Sunday or Monday.
[CUSTOMER][NEUTRAL] OK, very good. Well just let me know when you're ready for the credit card number.
[AGENT][NEUTRAL] Alright. Hang on one second.
[AGENT][POSITIVE] All righty. I'm ready for that card number.
[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] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, and I'm gonna send this confirmation number to the email address that we have on file.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] All right, that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That or do it thank you ma'am.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you, bye.