AccountId: 011433970860
ContactId: fb9f785b-a607-49cf-8928-ca9945ff7625
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316000 ms
Total Talk Time (AGENT): 124365 ms
Total Talk Time (CUSTOMER): 93671 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/fb9f785b-a607-49cf-8928-ca9945ff7625_20250228T15:16_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 today?
[AGENT][POSITIVE] Hey, I'm good. How about yourself?
[CUSTOMER][POSITIVE] Doing good thank you I have a group admin on the line just needing to make a payment.
[AGENT][NEUTRAL] Oh dear. OK, just one second.
[AGENT][NEUTRAL] Just get logged in here quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, what group number is that?
[CUSTOMER][NEUTRAL] 245-559.
[AGENT][NEUTRAL] And their name?
[CUSTOMER][NEUTRAL] Uh, we're speaking with [PII]. It is a different [PII] than we have as the contact though.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sorry, I'm just trying to get this pulled up real quick.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] So it's not
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK. I'm ready for whenever you are.
[CUSTOMER][NEUTRAL] OK, did you need that invoice number?
[AGENT][POSITIVE] Uh, yeah, I guess so. I've got it pulled up here. Oh gosh, they've got a lot outstanding. OK, invoice number, what number is she looking to pay?
[CUSTOMER][NEUTRAL] 637-384-7.
[AGENT][NEUTRAL] Is that it?
[CUSTOMER][NEUTRAL] That's all, the only one she gave me.
[AGENT][NEUTRAL] Oh, OK. They, they've got since November.
[CUSTOMER][NEUTRAL] I know I seen November and I was like, oh.
[AGENT][POSITIVE] Yeah. All right, I'm ready for it. Thank you.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understand you're wanting to pay an invoice.
[CUSTOMER][NEUTRAL] Yes. How are you doing today, [PII]?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][POSITIVE] I'm hanging in there. I'm glad it's Friday though.
[AGENT][NEUTRAL] Oh, I agree with that statement.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, she gave me the invoice number you would like to pay what um amount is that you're wanting to pay?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Um, 524 75.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I got charge the amount of 52475. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] All right. It's 5589.
[CUSTOMER][NEUTRAL] 587 9
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, once I get this processed I'll have an authorization number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, they're gonna have me do a few more. Is there a way that I can get directly back to you?
[AGENT][NEUTRAL] Uh, no, I don't believe so, but if you just ask for the billing department, they can, they'll probably just wanna verify you first and then um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Get you over to us, but I don't believe there is. They might be in the prompts. I apologize. I haven't heard the prompts before.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm not sure what they say.
[CUSTOMER][NEUTRAL] OK, that's OK.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] If there's anything to do with the group billing if that sort in the prompts that's what you would wanna pick.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see. OK, your authorization number is 078.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 86 Q as in Quebec.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh let's see um.
[CUSTOMER][NEUTRAL] And can you find a receipt for that over to our uh AP email?
[AGENT][POSITIVE] Yes ma'am, I was just about to offer that. Let's see, let me get that pulled up.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Our um contact email is the uh [PII].
[CUSTOMER][NEUTRAL] Um, learn that you can also send that to uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] All right, let's get that over there.
[CUSTOMER][NEUTRAL] That's where all the receipts everything get filed.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] INC, OK.
[AGENT][NEUTRAL] All right, that should be heading that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Um, that'll be it for now and hopefully I can get all this taken care of and maybe speak to the same person.
[AGENT][NEUTRAL] OK, well, it's not, it'll be fairly easy. It'll be straightforward.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][POSITIVE] OK. OK. All right. Well, thank you very much for your help.
[AGENT][POSITIVE] Thank you. Have a great day. Thanks for calling APL.
[CUSTOMER][POSITIVE] You you too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.