AccountId: 011433970860
ContactId: fd41452d-afff-4e4a-bd5f-927bdb96bf34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223279 ms
Total Talk Time (AGENT): 111279 ms
Total Talk Time (CUSTOMER): 97752 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/fd41452d-afff-4e4a-bd5f-927bdb96bf34_20250306T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hi, I'm good. How about yourself?
[CUSTOMER][NEUTRAL] I'm good, thank you. I have um Ms. [PII] on the line so she would like to make a payment for the group. Um, let me give you the group number. It's 13149.
[AGENT][NEUTRAL] And you said what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] No, no, no love, her name.
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] Oh, her name is [PII] [PII]. I'm sorry.
[AGENT][POSITIVE] [PII], OK. No worries.
[CUSTOMER][NEUTRAL] It's easier to say than me.
[AGENT][NEGATIVE] I have so much trouble with some of these names. I've, I, when I look them up and I have to call someone, I'm like, oh no, I don't know how to pronounce that.
[CUSTOMER][POSITIVE] You know, that happens to me a lot and I'm like, oh boy, I hope they don't get mad because I go by their first name.
[AGENT][NEUTRAL] Well, truly the first and last name come sometimes I'm just like, oh, I'm gonna butcher this.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I do and I always apologize beforehand and I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, do you know what invoice they're wanting to pay?
[CUSTOMER][NEUTRAL] Um, yes, 638-1681 for 16531.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 531.
[AGENT][POSITIVE] All right, I'm ready for whenever you are.
[CUSTOMER][NEUTRAL] OK, and the callback number is the same one on the system, OK?
[AGENT][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Here she comes.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] Thanks you too.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Ms [PII] on the line. She's gonna assist you with the payment, Miss [PII], Miss [PII]. Thank you. You're welcome. Have a good day.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I understand you're wanting to make a payment for an on an invoice for a group.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I'm being told it is invoice number $63816814165.31.
[CUSTOMER][NEUTRAL] Yes, it's which is the balance of that invoice I received in the mail yesterday.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK, so I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK, it is a Mastercard, I think I don't know the symbols anymore, um, but they're doesn't matter anymore, I guess [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's all right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the expiration is [PII].
[AGENT][NEUTRAL] That security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I need is the billing zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I'm so sorry, what was that?
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Alright, as soon as I have this processed, I'll have a um authorization number for you and I can also send a receipt via email if you would like.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] That's exactly what I was about to ask. That sounds awesome.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, well thank you so much and when I call next month, um, is there a number I need to hit to get directly to billing?
[AGENT][NEUTRAL] Um, honestly, I apologize. I don't know the prompts, um, but if you, if you hear anything about group billing, uh, of any kind, but they can get you over to me, no problem, usually that's what people end up hold on one second, let me, let me get this number for you. Uh, I have 04639B.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you all so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I just wanna, uh B as in boy.
[CUSTOMER][NEUTRAL] B or B?
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] And then I wanna verify that I have, uh, I apologize, I'm trying to pull this up 13149, make sure I have the right email address. Is it gonna be, is it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome. I've got that. OK, I will send that over. Is there anything else I can help with while we're on the phone?
[CUSTOMER][NEUTRAL] That's me.
[CUSTOMER][NEUTRAL] Not today thank you.
[AGENT][POSITIVE] Awesome, thank you for having uh thank you for calling APL and have a great week.
[CUSTOMER][NEUTRAL] You do the same bye.
[AGENT][POSITIVE] Thanks bye bye.