AccountId: 011433970860
ContactId: 13a10b98-64cf-42cd-b90b-a6b28c09959b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157589 ms
Total Talk Time (AGENT): 59913 ms
Total Talk Time (CUSTOMER): 54046 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/13a10b98-64cf-42cd-b90b-a6b28c09959b_20250530T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with lead Service providers, and I need to pay our bill.
[AGENT][POSITIVE] All right, absolutely. Can I get the group number, [PII]?
[CUSTOMER][NEUTRAL] Sure. It's 18823.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second, pull this up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a good callback number just in case something happens?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you [PII] and then do you have the invoice number and the amount we're paying?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do. It's 638-476-67.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's 49 or 46 79 22.
[AGENT][NEUTRAL] Alright [PII], let me place you on just a brief hold. I'll get somebody on the line and billing to take that payment from you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you doing today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] Good. I have a contact with a group on the line. She just needs to make a payment for the group.
[CUSTOMER][NEUTRAL] OK, uh, what's the group number?
[AGENT][NEUTRAL] Group number is 18823.
[AGENT][NEGATIVE] Should be elite service providers.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] 18823.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Alright, and who do we have on the line?
[AGENT][NEUTRAL] We're talking to [PII].
[CUSTOMER][NEUTRAL] [PII], OK, and is her callback number, the one ending in [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is, uh-huh.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her over.
[AGENT][NEUTRAL] Alright, I'm just gonna let her know I'm transferring her. One moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for waiting [PII]. I have billing on the other line. I'm gonna go ahead and transfer you through, OK?
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]? Yes.