AccountId: 011433970860
ContactId: 057c2f7e-92c6-45c6-9796-cbbf2c64725a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158149 ms
Total Talk Time (AGENT): 48089 ms
Total Talk Time (CUSTOMER): 83787 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/057c2f7e-92c6-45c6-9796-cbbf2c64725a_20241230T18:47_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 [PII], my name is [PII] from the virtual card team calling to make a payment.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the payment, [PII], and may I have a good contact number in case we're disconnected and then the group name and number?
[CUSTOMER][NEUTRAL] OK, uh, callback number is [PII] with the reference ID number.
[CUSTOMER][NEUTRAL] H as in hotel, 91.
[CUSTOMER][NEUTRAL] H as in hotel. So we get disconnected, you call us back, give us a reference ID and pick it up from there.
[AGENT][NEUTRAL] OK, and what's the group number and name?
[CUSTOMER][NEUTRAL] OK, the group number is 16995.
[CUSTOMER][NEUTRAL] And the name is let me see, and Stock Center Stork Center, excuse me, and Stork Center.
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the invoice number and the amount that you'd like to make a payment for today?
[CUSTOMER][NEUTRAL] The invoice number is 6376843 and the amount is for $1,761 with 67 cents.
[AGENT][NEUTRAL] All right, and um before I get a group billing representative for you to take the payment, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Um, that'll be it, thanks.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a happy [PII] and hold on one moment while I get a rep for you. Thank you.
[CUSTOMER][NEUTRAL] Oh, you too, man.
[CUSTOMER][POSITIVE] You too thank you very much bye bye.
[AGENT][NEUTRAL] You're very welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing great how are you?
[AGENT][MIXED] I'm doing good. I, I think they just hung up. Well, I had a [PII] rep on the other line, but it looks like they just hung up, so never mind.
[CUSTOMER][POSITIVE] Oh, I was excited because I haven't had a call in a while.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I don't know what happened. All right, you're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Yes.