AccountId: 011433970860
ContactId: 0ab0776f-4a8f-406f-9dbf-bbbfb15c96d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299579 ms
Total Talk Time (AGENT): 91457 ms
Total Talk Time (CUSTOMER): 131191 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/0ab0776f-4a8f-406f-9dbf-bbbfb15c96d9_20250213T20:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to pay our invoice um if I can over the phone, our group invoice.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm. Sure, yes. Um, may I have the group number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 263-87.
[AGENT][NEUTRAL] May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name's [PII] and the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the name and mailing address of the group?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Group name I guess would be Rampart Resources Inc and the mailing address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, um, and what is the invoice number?
[CUSTOMER][NEUTRAL] Invoice number is 638-0747.
[AGENT][NEUTRAL] The amount?
[CUSTOMER][NEUTRAL] Uh, $1,346.08.
[AGENT][NEUTRAL] OK. All right, let me get the group billing department to get that payment for you, OK? One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Fer.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hey, I'm good. How about you?
[AGENT][NEUTRAL] I'm good, I'm good. um I have a group in the line and they're trying to do a payment of an invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the group number is 26387.
[CUSTOMER][NEUTRAL] OK let's see here. Let me get logged on to the site real quick.
[AGENT][NEUTRAL] And I
[AGENT][POSITIVE] I'm ready for tomorrow.
[CUSTOMER][NEUTRAL] You and me both.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] I'm a little jealous so my um my husband has Monday off for President's Day and so do the kids and so I'm like, seriously, that's no not fair.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Oh, that's so cool.
[AGENT][NEGATIVE] Mm, yeah, that's not fair.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, here we go OK got that. Let me get them pulled up on this site now.
[CUSTOMER][NEUTRAL] 263-87 and who do you have on the phone?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And um she's um paying invoice number 6380747.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, the amount of $1,346.08.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And you said [PII]?
[AGENT][NEUTRAL] OK, [PII], mhm, yes, she has called before to make payments, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I am, I'm ready for whenever you are.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, here she comes. Thank you. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, thank you for holding and being patient for you, Miss [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead, Miss [PII].
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the billing department. How are you today?
[CUSTOMER][NEUTRAL] I am good how are you? I'm well so it's my understanding you want to pay January's invoice?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] Oh sorry y'all can't hear me? I can hear you a little bit. It's a little faint.
[CUSTOMER][NEUTRAL] Oh OK, yes please I would like to pay um the invoice. Alright, let's see. He gave me the group number 263-87.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Invoice is gonna be 638-074-7.
[CUSTOMER][NEUTRAL] I have that the amount of $1,346.08.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Alright, so I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Alright, it's gonna be [PII].
[CUSTOMER][NEUTRAL] All right. The expiration?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, the last thing I'll need is the billing.