AccountId: 011433970860
ContactId: 10e6710a-b148-46d1-8c8e-e826b8617417
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192740 ms
Total Talk Time (AGENT): 104018 ms
Total Talk Time (CUSTOMER): 41461 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/10e6710a-b148-46d1-8c8e-e826b8617417_20250317T16:35_UTC.wav
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[CUSTOMER][NEUTRAL] For what?
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], I want to pay a bill.
[AGENT][NEUTRAL] OK, I can help you with the bill. Can I please get your name?
[AGENT][NEUTRAL] Um, are you paying for a group or you are, are you paying for a group? OK, what's your group number?
[CUSTOMER][NEUTRAL] My name's [PII].
[CUSTOMER][NEUTRAL] It's a group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, group number is 26484.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you please give me the invoice number and the amount you're going to pay today?
[CUSTOMER][NEUTRAL] Um, the invoice number is 000638.
[CUSTOMER][NEUTRAL] 336 5.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that you want to pay today?
[CUSTOMER][NEUTRAL] Um, how much do I owe?
[AGENT][NEUTRAL] Um, we'll be able to get.
[CUSTOMER][NEUTRAL] Uh, the bill has 49072.
[AGENT][NEUTRAL] 49072. OK. Um, when I
[CUSTOMER][NEUTRAL] $4490.72 sorry.
[AGENT][NEUTRAL] OK, that's fine. Um, I'm going to go ahead and transfer you on over to group billing now and they'll be able to answer your question if you owe anything other than this for 7072, OK? But in the meantime I'm gonna give them the group number, the invoice number, and the amount that you've given me, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, it's gonna be a brief hold. Thank you so much for calling APL Ms. [PII]. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] I've got, um, hey, I've got Miss [PII] on the phone, um, her group number.
[AGENT][NEUTRAL] It's 26484.
[AGENT][NEUTRAL] And she is calling to pay an invoice let me give you the invoice number.
[AGENT][NEUTRAL] It's 0006383365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she gave the amount of $490.72 but then she asked how much does she owe, so I was gonna go ahead and transfer on over so she can make payment.
[CUSTOMER][NEUTRAL] Has she been verified?
[AGENT][NEUTRAL] Uh yes ma'am.
[CUSTOMER][NEUTRAL] What's that callback number?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] Awesome, OK, you can send her on over.
[AGENT][POSITIVE] OK thank you bye bye.
[CUSTOMER][NEUTRAL] Yes, ma'am. Bye-bye.