AccountId: 011433970860
ContactId: 21a40bfa-2dd1-4944-acd6-4b25f6668891
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221580 ms
Total Talk Time (AGENT): 64627 ms
Total Talk Time (CUSTOMER): 71721 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/21a40bfa-2dd1-4944-acd6-4b25f6668891_20250418T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] from Bill's 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 if you need.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Um, first, uh, I'm so sorry, could you first tell me your name again? I'm sorry.
[CUSTOMER][NEUTRAL] Right and the group number.
[CUSTOMER][NEUTRAL] Oh, it's OK. So [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. OK, and then, uh, what was the group number please?
[CUSTOMER][NEUTRAL] 12068.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] OK. And this is for Bella or Bella, AGTS Bible University.
[AGENT][NEUTRAL] Perfect, thank you for verifying that and then uh what was that invoice number that we're going to be making a payment on today please?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, what was that invoice number please?
[CUSTOMER][NEUTRAL] Invoice number that I have here is 6384.
[CUSTOMER][NEUTRAL] 218.
[AGENT][NEUTRAL] OK, I'm sorry, was that 663-842-18?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then what was the amount we were going to be paying please?
[CUSTOMER][NEUTRAL] Total amount that I have here is $128.15 128.15.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] Got it. OK, thank you for verifying all of that information, [PII]. I'm gonna put you on a brief hold and transfer you to our billing department they'll be able to take this payment for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] Doing good thank you. I've just got someone from uh [PII] to make a payment for a group.
[CUSTOMER][NEUTRAL] OK, and what's the group number?
[AGENT][NEUTRAL] It is 12068.
[CUSTOMER][NEUTRAL] OK, I see they only have the one invoice.
[CUSTOMER][NEUTRAL] Let me just get that screen pulled up and then you can send them over. What who is it are we speaking with?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send her over.
[AGENT][POSITIVE] OK thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.