AccountId: 011433970860
ContactId: 0f84b855-4c50-486c-a314-535c7dcd8727
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152089 ms
Total Talk Time (AGENT): 64932 ms
Total Talk Time (CUSTOMER): 55581 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/0f84b855-4c50-486c-a314-535c7dcd8727_20250108T22:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling AP.
[AGENT][NEUTRAL] Well, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Bill Virtual card team calling to make a payment. I'm sorry, ma'am, is that OK that I recorded this call for quality and training purposes?
[AGENT][NEUTRAL] Yes [PII], you can, uh, [PII], can I get your callback number just in case our call is dropped.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the group number, please?
[CUSTOMER][NEUTRAL] Group number.
[CUSTOMER][NEUTRAL] It is 16995.
[AGENT][NEUTRAL] Thank you, sir. And then what is the invoice number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Invoice number 6376843.
[AGENT][NEUTRAL] And the amount you're paying today?
[CUSTOMER][NEUTRAL] Uh, $1,761.67.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, [PII], I'm gonna transfer you now on over to group billing so they can take that payment over the phone from you and it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, sir.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got uh [PII] on the phone, and he's calling to make a payment for group number 16995.
[CUSTOMER][NEUTRAL] 16995 and his name is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, give me one second. I just wanna pull up that invoice and then you can.
[AGENT][NEUTRAL] And I've got the invoice number if you'd like that.
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] Yes, ma'am. It is 637-6843 and he's paying the amount of 1, I'm sorry, $761.67.
[CUSTOMER][NEUTRAL] OK, alright, you go ahead and send him over.
[AGENT][POSITIVE] OK, thank you, [PII] have a good rest of your night.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] All right, bye-bye.