AccountId: 011433970860
ContactId: 0b8f2375-081c-4a0a-a2b9-d96a200746c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237520 ms
Total Talk Time (AGENT): 45930 ms
Total Talk Time (CUSTOMER): 121128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/0b8f2375-081c-4a0a-a2b9-d96a200746c6_20250228T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have Ada with [PII] wanting to make a payment on 2 invoices.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, group number 26727.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you want the invoice numbers and the amount or you won't get that from her? OK, uh, invoice number 637-8290.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the amount of 6 1529.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the other is 36, I'm sorry, 638-091-1.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In the amount of $887.50.
[CUSTOMER][NEUTRAL] And she just wanted to know if she can pay both of them with one card.
[AGENT][NEUTRAL] Um, yeah, as long as it's with the sang, yeah.
[CUSTOMER][POSITIVE] Awesome alright let me know when you're ready.
[AGENT][NEUTRAL] You can send it to me.
[CUSTOMER][POSITIVE] OK, thank you, ma'am. Have a great one.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[AGENT][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] Hey, this is Ada Mercado from
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, hello, this is Ada Mercado from this virtual card team calling to make a payment. Is it OK if I record this call for training and quality purposes?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] OK, thank you. And again, um, uh, as I said earlier to the uh one of the representatives that I've talked to, I do have your two invoices, um, but we were going to process this uh one on a one.
[CUSTOMER][NEUTRAL] On a one-time payment and using the uh SIM card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I have the total of 15 $1,502.79.
[CUSTOMER][NEUTRAL] Um, well, actually, I have here the total of $1,502.99 dollars.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Again, the um amount for the first invoice is $615.49.
[CUSTOMER][NEUTRAL] Well, the second invoice, it's $887 550.
[AGENT][NEUTRAL] Alright, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, great. So, um, card number is [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Security code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, that's been processed and the confirmation number has been emailed to [PII]. Is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Uh, yes, that will be all, [PII]. Again, thank you so much for your assistance on this payment. Have a good one. Bye-bye.
[AGENT][POSITIVE] Thank you, thank you for calling APL and you have a good one as well.
[CUSTOMER][POSITIVE] You're welcome.