AccountId: 011433970860
ContactId: 1e8bdd60-cb36-4e8f-a06a-90185d72ee0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269369 ms
Total Talk Time (AGENT): 80009 ms
Total Talk Time (CUSTOMER): 69022 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/1e8bdd60-cb36-4e8f-a06a-90185d72ee0b_20250418T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Doing good thank you. I've just got someone from uh [PII] to make a payment for a group.
[AGENT][NEUTRAL] OK, and what's the group number?
[CUSTOMER][NEUTRAL] It is 12068.
[AGENT][NEUTRAL] OK, I see they only have the one invoice.
[AGENT][NEUTRAL] Let me just get that screen pulled up and then you can send them over. What who is it are we speaking with?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, her name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] from BC virtual card team calling to make a payment on behalf of a mutual customer. Please note that this call will be recorded for training and quality purposes. So I have here the invoice and number and the group number if you need.
[AGENT][NEUTRAL] The, um, uh, I understand you're calling to make a payment on for group 12068. That's Beulah Heights Bible University, and I see they have one invoice for April.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that was 6384218 and the amount is 128. 15.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just getting that information entered in so I can take the payment.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] And am I right, your name is [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 6384218.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] So card number here for $198.15. 5527.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, expiration?
[CUSTOMER][NEUTRAL] Expires.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And security code?
[CUSTOMER][NEUTRAL] CVV code that I have here is [PII].
[AGENT][NEUTRAL] And zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And would you like a confirmation number over the phone or a receipt emailed?
[CUSTOMER][POSITIVE] Oh, over the phone, please. Thank you.
[AGENT][POSITIVE] OK, submitting that payment and it was successful getting that confirmation number for you.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Sorry, it's taking a second to load.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Alright, confirmation number is 386701.
[CUSTOMER][NEUTRAL] 386-701.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much, Ms. [PII] for assisting me. Happy weekend. Thank you.
[AGENT][POSITIVE] Thank you, [PII]. You have a great day. Thank you for calling APL. bye.