AccountId: 011433970860
ContactId: f408324e-9207-45ae-ad0f-43e3f44b6436
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173690 ms
Total Talk Time (AGENT): 44985 ms
Total Talk Time (CUSTOMER): 46932 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/f408324e-9207-45ae-ad0f-43e3f44b6436_20250530T15:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I just have a quick question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you we're trying to pay a bill, but uh but um we wanna know if we could pay by credit card.
[AGENT][NEUTRAL] OK, are you calling with a group or?
[CUSTOMER][NEUTRAL] The group uh huh.
[AGENT][NEUTRAL] OK, and may I have your name and your group number?
[CUSTOMER][NEUTRAL] [PII] and the group number is 16143.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, and were you wanting to make the car payment like over the phone or online?
[CUSTOMER][NEUTRAL] Uh, I, I don't know what my boss is gonna do. She just wants me to ask if you accept credit card, and if you do if there's a percentage fee.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold? I'm just gonna reach out to um group billing and see if there's a processing fee.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello ma'am.
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So no, there's no fees to pay with the credit card.
[CUSTOMER][NEUTRAL] OK, and we could pay with.
[AGENT][NEUTRAL] Card over the phone, yes, you can.
[CUSTOMER][NEUTRAL] Over the phone?
[AGENT][NEUTRAL] Yes, you can make a card payment over the phone.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's it, and I will call back this number in case my boss, the [PII].
[AGENT][POSITIVE] Alright, thanks for calling APO.
[AGENT][NEUTRAL] Uh, for the, um, to make the payment? Yes.
[CUSTOMER][POSITIVE] Uh huh, OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a great weekend.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.