AccountId: 011433970860
ContactId: f3da4c76-f208-4fb4-a599-1d579d22fce6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210130 ms
Total Talk Time (AGENT): 65975 ms
Total Talk Time (CUSTOMER): 100511 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/f3da4c76-f208-4fb4-a599-1d579d22fce6_20250220T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing alright thanks. I've got someone. Her name is [PII]. She said she's with Avid Exchange, uh, to make a payment for a group.
[AGENT][NEUTRAL] OK. Give me 1 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've not heard of them, but I kind of treated it like [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Just opening up the site to take the payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Awesome. OK. Do you know what group she's paying on?
[CUSTOMER][NEUTRAL] Mhm yeah it's uh 15156.
[CUSTOMER][NEUTRAL] TradeStation Group.
[AGENT][NEUTRAL] When
[AGENT][NEUTRAL] And did she give you an invoice number by chance?
[CUSTOMER][NEUTRAL] Mhm, yes, uh 6381292.
[CUSTOMER][NEUTRAL] And she said they're gonna be paying $2,134.11.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'll take care whenever you're ready.
[CUSTOMER][POSITIVE] All right, thanks [PII]. Bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in billing. I understand you're wanting to pay an invoice for a group.
[CUSTOMER][NEUTRAL] Um, yes, um, by the way, um, hi, hello, by the way, good day. My name is [PII] calling from Avid Exchange on a recorded line to process a payment on TradeStation Technologies. And by the way, just to confirm, that would be for invoice number 6381292 with the amount of $2,134.11.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'm ready for the card number whenever you are.
[CUSTOMER][NEUTRAL] Uh, OK, so the card number that would be [PII].
[AGENT][NEUTRAL] Expiration?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] That would be [PII] I'm sorry that would be [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] Yeah, that'd be [PII].
[AGENT][NEUTRAL] Alright, so that is a charge in the amount of $2,134.11 for invoice number 6381292.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That
[AGENT][POSITIVE] OK, once I get that, once I get that processed, I'll have an uh authorization number for you.
[CUSTOMER][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, that authorization number is 1, I'm so sorry. It's 7 K as in kangaroo 4 U as in umbrella.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5 G as in goat.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mm alright perfect so I think we're all good here. Thank you very much, [PII], for helping me process the payment and again have a wonderful day from Avi exchange. Bye for now.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you for calling ATL. You have a great day too.