AccountId: 011433970860
ContactId: 1fe5e2b4-0a6f-4de3-8d9d-87a2376e6048
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249240 ms
Total Talk Time (AGENT): 52336 ms
Total Talk Time (CUSTOMER): 97510 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/1fe5e2b4-0a6f-4de3-8d9d-87a2376e6048_20250506T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team. I've got a third party on the line needing to make a payment on an invoice. Got the group number, amount, and call back and name.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Hang on one second.
[AGENT][NEUTRAL] Alright, the group number?
[CUSTOMER][NEUTRAL] Number 21252.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got [PII].
[CUSTOMER][NEUTRAL] Uh, she's wanting to pay an invoice for 5,77087.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I got a call back [PII].
[CUSTOMER][NEUTRAL] 0732.
[AGENT][NEUTRAL] Uh, what invoice number did she give you?
[CUSTOMER][NEUTRAL] Oh, I'm sorry I didn't catch the invoice number sorry about that.
[AGENT][NEUTRAL] OK, send it to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], I've got [PII] on the line. She's gonna help you with this payment, OK?
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] All righty, Miss [PII], let me get everything pulled up and entered, and I'll assist you with that credit card payment. Do you have the invoice number while I get everything else pulled up?
[CUSTOMER][NEUTRAL] Um, yes, but before we proceed to the invoice number, uh, I would like to
[CUSTOMER][NEUTRAL] Uh, introduce myself. My name is [PII] from Bill Virtual card team calling to make a payment on behalf of our mutual customer. Please note that this call will be recorded for quality and training purposes, and I have the invoice number of the 0006387545.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] All righty, I'm ready for that card number.
[CUSTOMER][NEUTRAL] All right. The card number is a Mastercard of [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 01 sec.
[CUSTOMER][NEUTRAL] Was up again.
[CUSTOMER][NEUTRAL] Right. Um, it is [PII].
[AGENT][NEUTRAL] And then expiration date?
[CUSTOMER][NEUTRAL] Expiration.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Alrighty, that's been processed and the confirmation number has been emailed to [PII]. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Oh, yes. Just to confirm, do you have a uh confirmation number that you can provide me over the phone?
[AGENT][NEUTRAL] It was emailed to [PII].
[CUSTOMER][POSITIVE] Oh I see. All right, perfect. Thank you so much, [PII], for helping me to process this payment and I hope you have a great one. Take care.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day as well.