AccountId: 011433970860
ContactId: 03e2b343-ab49-4dbb-825f-be44a94be2a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187869 ms
Total Talk Time (AGENT): 68053 ms
Total Talk Time (CUSTOMER): 69439 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/03e2b343-ab49-4dbb-825f-be44a94be2a8_20250307T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Bill virtual care department calling to make a payment. Is it OK that I record this call for quality and training purposes, [PII]?
[AGENT][NEUTRAL] Of course, um, let's see, and I'm sorry, who did you say that you were with?
[CUSTOMER][NEUTRAL] Um, my name is [PII] I mean [PII] [PII] and [PII], and I'm calling on behalf of [PII] and I'm calling to make a payment on behalf of this [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, um, and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, that'll be [PII].
[AGENT][POSITIVE] OK, thank you, and then we can definitely take that payment. Do you have the group number?
[CUSTOMER][NEUTRAL] Yes, and that'll be 21252.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] So your name starts with letter [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's, it's [PII]
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation.
[AGENT][NEUTRAL] Of course, um, and then did you have that invoice number that we're gonna be paying?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, and that would be 0006382344.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then uh how much were we going to be paying today?
[CUSTOMER][NEUTRAL] Uh, the total amount of $5,434.37.
[AGENT][NEUTRAL] Got it. OK, thank you for that information. I'm on. I'm going to put you on a brief hold and reach out to our billing department. They'll be able to take that payment for you.
[CUSTOMER][POSITIVE] OK, OK, thank you, [PII].
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing alright, thank you. Um, I've got a reps from uh [PII] to make a payment for a group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group number it's 21252.
[CUSTOMER][NEUTRAL] Broward, Palm Beach, Saint Lucie, like Saint Lucia, uh, Realtors.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You need that invoice number?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] That is 638-234-4.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they're going to be paying $5,434.37.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Alright, and we're speaking with uh his name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, are you ready for him now?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you. Bye bye.