AccountId: 011433970860
ContactId: 0e0b1585-350c-4682-aa6c-6db0ef7a867e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431440 ms
Total Talk Time (AGENT): 233839 ms
Total Talk Time (CUSTOMER): 80325 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/0e0b1585-350c-4682-aa6c-6db0ef7a867e_20250319T16:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Mole Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um a Miss [PII] on the phone and she is calling to pay invoice. I'm sorry.
[AGENT][NEUTRAL] Hold on just a moment, just a moment, just a moment.
[CUSTOMER][POSITIVE] Yep, you know what? I got myself out of line too. I usually give you the group number first.
[AGENT][NEUTRAL] OK. Right.
[AGENT][NEUTRAL] All right. You got [PII] on the phone with [PII] to pay a bill, right? I know the phone number.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Um, so, let's see, what is the, um, group number there.
[CUSTOMER][NEUTRAL] 12068.
[CUSTOMER][NEUTRAL] And she is paying invoice.
[CUSTOMER][NEUTRAL] 6381623
[AGENT][NEUTRAL] The March invoice.
[CUSTOMER][NEUTRAL] And the amount
[CUSTOMER][NEUTRAL] In the amount of 12815.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, and she's with [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] I've got a, I'm sorry. I've got to.
[CUSTOMER][POSITIVE] That's OK, take your time.
[AGENT][NEUTRAL] Log on
[AGENT][NEGATIVE] Again. It don't keep you logged in.
[AGENT][NEUTRAL] But I can help her with that and you've got [PII] on again you've got [PII] on the phone, wanting to pay invoice 6381623 and the amount of 128 15 on group 12868.
[CUSTOMER][POSITIVE] Yes, correct, you got it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thanks, [PII]. You have a good rest of your day.
[AGENT][POSITIVE] You as well. Thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Good afternoon [PII]. This is [PII] in group billing. um, [PII] said that you were wanting to pay um.
[AGENT][NEUTRAL] On group 12068 invoice number 6381623 in the amount of 128 15, is that correct?
[CUSTOMER][POSITIVE] That's all correct, yes.
[AGENT][POSITIVE] All right. Thank you so much, [PII]. And, um, what is a good callback number for you just in case?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much, [PII] and one moment while I get this information entered into the system, um, and then we can get that.
[AGENT][NEUTRAL] Credit card information for you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] One moment, [PII].
[AGENT][POSITIVE] Thank you for your patience as well. I do apologize.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] I had to log back in and I do apologize for that, so.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. H.
[AGENT][NEUTRAL] And that's Bella Heights Bible College. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or Baba University.
[CUSTOMER][NEUTRAL] Uh, it's Beulah Heights Bal University.
[AGENT][POSITIVE] OK, thank you so much, um, and that is the March invoice.
[AGENT][NEUTRAL] 38162328.
[AGENT][NEUTRAL] All right, Ms. [PII], if you can give me that card number.
[AGENT][POSITIVE] And I can help you with.
[CUSTOMER][NEUTRAL] Card number is.
[CUSTOMER][NEUTRAL] Yes, card number [PII].
[AGENT][NEUTRAL] OK, and um.
[AGENT][NEUTRAL] Excuse me. Let me repeat that so we make sure we got everything. And that is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and [PII] is the cardholder correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the code, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] Zip code is [PII].
[AGENT][POSITIVE] All right, thank you so much. And if you'll hold on just one moment, let's see.
[AGENT][NEUTRAL] What, what I have is your
[AGENT][NEUTRAL] Paying for.
[AGENT][NEUTRAL] Invoice number 63816.
[AGENT][NEUTRAL] 23 in the amount of 12815.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And with the card ending in [PII], expiration date of [PII].
[AGENT][NEUTRAL] And security code is [PII] with the zip code of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, if you hold on just one moment, we'll get that um authorization ID for you.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] That authorization ID is 081172.
[CUSTOMER][NEUTRAL] I have 081172.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That's it for today. And just to confirm, your name is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much have a great day.
[AGENT][POSITIVE] You as well, then, and thank you.