AccountId: 011433970860
ContactId: 20a71a13-a001-47e3-ade2-0c8199a6ddc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246649 ms
Total Talk Time (AGENT): 61292 ms
Total Talk Time (CUSTOMER): 112250 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/20a71a13-a001-47e3-ade2-0c8199a6ddc1_20250623T19:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, hello. Good afternoon. This is [PII] from the virtual card team. I'm calling to make a payment on behalf of a virtual customer. Please also give.
[AGENT][NEUTRAL] Ma'am, I can barely hear you. Your phone volume keeps coming in and out.
[CUSTOMER][NEUTRAL] Uh, can you hear me now?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. Again, this is [PII] from the virtual card team and I'm calling to make a payment on behalf of our mutual customer. Please also take note that this call will be recorded for training and quality purposes.
[AGENT][NEUTRAL] OK, and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] and what is the group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes. Uh, for this one, I am paying on behalf of Innovative Manufacturing and Design LLC.
[AGENT][NEUTRAL] And do you have the group number or no?
[CUSTOMER][NEUTRAL] Um, actually, uh, our customer didn't provide the invoice image, but I do have your sets of numbers and it says here group number 21035.
[AGENT][NEUTRAL] Ok, that's.
[AGENT][NEUTRAL] OK, and what was the, you said do you have the invoice number?
[CUSTOMER][NEUTRAL] Um, could you please check this one? I, uh, have here another set of numbers and it is 0006390113. I'm not sure if this is the invoice number.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] 5614 and the amount?
[CUSTOMER][NEUTRAL] Uh yes, for the amount, it is $496.42.
[AGENT][NEUTRAL] OK, and you're paying by credit card?
[CUSTOMER][NEUTRAL] Yes, we were going to use a one time payment Mastercard credit card here.
[AGENT][NEUTRAL] OK, give me one moment let me transfer you to our group billing representative, OK?
[CUSTOMER][NEUTRAL] Uh, yes, but um, can I have, uh, again your name, please? I'm so sorry. I wasn't able to catch it here.
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] [PII] All right. Thank you so much for that one, [PII].
[AGENT][NEUTRAL] You're welcome, Ms. Ada. Hold on one moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], I have Ada calling to make a payment for a group.
[CUSTOMER][NEUTRAL] Sure, what's the group number?
[AGENT][NEUTRAL] 21035.
[CUSTOMER][NEUTRAL] All right, and this is Ada.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh, excuse me, thank you. Do you need the invoice number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, if you have it, let me get it pulled up. I'm sorry, it's on the wrong thing.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Come on computer.
[CUSTOMER][POSITIVE] Yes ma'am, please give me that invoice number. I'm ready.
[AGENT][NEUTRAL] It's 639-0113.
[CUSTOMER][POSITIVE] Thank you so much. You can send her to me.
[AGENT][POSITIVE] Thank you, ma'am. Have a great one.
[CUSTOMER][NEUTRAL] You're