AccountId: 011433970860
ContactId: 0f8431d8-8e86-402d-89af-40ef2364174d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200460 ms
Total Talk Time (AGENT): 60226 ms
Total Talk Time (CUSTOMER): 71713 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/0f8431d8-8e86-402d-89af-40ef2364174d_20250508T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Could you please help me make a payment over the phone?
[AGENT][NEUTRAL] OK. Uh, do you have your group number?
[CUSTOMER][NEUTRAL] Yes, it is 21514.
[AGENT][NEUTRAL] OK, could I get your name?
[CUSTOMER][NEUTRAL] [PII], I mean [PII].
[AGENT][NEUTRAL] And [PII], do you have the address of the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your email address, [PII]?
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] OK, and then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, let me get you to our billing department. I'll give them the information you just provided and we'll get that payment, OK? And do you have the invoice number by chance?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I do. I have the invoice here that I'm calling to pay this invoice I have in front of me.
[AGENT][NEUTRAL] I'm sorry, it was uh muffled.
[CUSTOMER][NEUTRAL] Yes, I have the invoice.
[AGENT][NEUTRAL] Oh, OK, do you have the invoice number?
[CUSTOMER][NEUTRAL] 638-75667
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], um, this is [PII] on the care team. I have got a group on the line that would like to make a payment on their invoice.
[CUSTOMER][NEUTRAL] Yes ma'am, what's the good number, [PII]?
[AGENT][NEUTRAL] It's 21514.
[AGENT][NEUTRAL] And I'm talking
[CUSTOMER][NEUTRAL] 21514. OK.
[AGENT][NEUTRAL] Talking to [PII] and [PII].
[AGENT][NEUTRAL] And I've got her, I verified her and then um I've got the invoice number if you need that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Please, thank you so much.
[AGENT][NEUTRAL] Um, it's 638-756-7.
[CUSTOMER][POSITIVE] All right, I got it. Thanks, [PII]. I'll be glad to help her.
[AGENT][NEUTRAL] OK, and did you say [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm gonna introduce you and then I'll release the call OK?
[CUSTOMER][POSITIVE] OK, great. Thank you, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, [PII], I've got [PII] on the line and she's gonna take your payment, OK?
[CUSTOMER][POSITIVE] Thank you, thank you. Hey, good morning, [PII]. How are you doing today? Good morning.
[AGENT][POSITIVE] Thank you.