AccountId: 011433970860
ContactId: 0ce01f35-e393-4c58-a32d-ef9335700935
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248350 ms
Total Talk Time (AGENT): 64021 ms
Total Talk Time (CUSTOMER): 95933 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/0ce01f35-e393-4c58-a32d-ef9335700935_20250214T22:20_UTC.wav
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[CUSTOMER][NEUTRAL] Come on
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Bill Virtual card team calling to make a payment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well, I can definitely help you with the payment and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, is it OK with you, [PII], that I get that I can record this call for quality training purposes?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] Alright. Our callback number is [PII] and it comes with the reference ID number.
[CUSTOMER][NEUTRAL] H as in Hotel, N as in November, T as in Tango, 3.
[AGENT][POSITIVE] Thank you for that. And may I have the group, I'm sorry?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And it's concerning the invoice number of 63794003.
[CUSTOMER][NEUTRAL] If we get disconnected just call us back at your convenience time or any time give us the reference ID number and the invoice number. We'll head it up from there.
[AGENT][NEUTRAL] OK, what's
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] The group number is 16995.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the name of the group?
[CUSTOMER][NEUTRAL] It's uh let me see here and Stark Center.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] All right, and I do see that that um invoice here and [PII], before I transfer you over to group billing, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] No, that'll be it for now. Thank you very much and you have a wonderful day and uh happy [PII].
[AGENT][POSITIVE] Thank you, [PII]. Happy [PII] to you also and thanks for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Thank you for calling GPS. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] I'm doing good. I have a [PII] representative on the other line that needs to make a payment.
[CUSTOMER][NEUTRAL] Alright, and what's the group number that they're paying on?
[AGENT][NEUTRAL] So it's 16995.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And what's their name?
[AGENT][NEUTRAL] His name is [PII].
[CUSTOMER][POSITIVE] Thank you OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And it's for invoice 63794003.
[CUSTOMER][NEUTRAL] Alright, give me one second, just let me get close pulled up.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 679403.
[CUSTOMER][NEUTRAL] Alright, you can send them over.
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[AGENT][NEUTRAL] Actually, it looks like the call disconnected, um, so I guess they'll call back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome bye.
[AGENT][NEUTRAL] OK, bye bye.