AccountId: 011433970860
ContactId: 245e9094-b740-47f4-9df0-b94ebbbce037
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241520 ms
Total Talk Time (AGENT): 110536 ms
Total Talk Time (CUSTOMER): 75080 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/245e9094-b740-47f4-9df0-b94ebbbce037_20250127T15:52_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Pin Agency, and I'm calling to pay our January invoice.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today. And Ms. [PII], do you have that?
[AGENT][NEUTRAL] Do you have that group number handy?
[CUSTOMER][NEUTRAL] 262-33
[AGENT][POSITIVE] Perfect and while I'm getting that pulled up, do you mind if I also just go ahead and snack a great callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, I appreciate it. And Ms. [PII], would you also just be able to go ahead and verify some information real quick for me?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right. I'd like you, if you can, um, the mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And then the only other two things, Ms. [PII], is that phone number and your email address.
[CUSTOMER][NEUTRAL] Phone number, uh, the office number is [PII].
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mine is [PII], so go ahead.
[AGENT][NEUTRAL] Oh, I was about to say it looks like the number you just verified with me that you gave me for a call back.
[CUSTOMER][NEUTRAL] The [PII] is my, yeah mine so.
[AGENT][POSITIVE] Perfect and then just that email address if you can my friend.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. I really appreciate you going through that process with me, and Miss [PII], if you don't mind, I'd like to put you on a quick hold and get you transferred over to somebody who can take that payment over the phone for you, but you won't have to re-verify any of that information.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] My pleasure. 1 2nd.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] calling with APL. How are you doing today?
[CUSTOMER][NEUTRAL] I'm OK. Um, how are you?
[AGENT][POSITIVE] I'm doing wonderful, thank you for asking. Um, Ms. [PII], I have Ms. [PII] on the phone, and she is calling to make a payment for her uh group's invoice. I did verify everything. I have her group number is 26233.
[CUSTOMER][NEUTRAL] Alright, and then she's gonna pay, she wanna pay the January invoice?
[AGENT][NEUTRAL] Yes, ma'am, that January invoice.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] I'm just getting clover pulled up so I can take the payment.
[AGENT][NEUTRAL] You betcha. And then her callback number is the one she's calling from and the same one in the system.
[CUSTOMER][NEUTRAL] And what was her name again?
[AGENT][NEUTRAL] Yes, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] So, always to send like a verification code like every 2 weeks.
[AGENT][NEUTRAL] Oh no, it's fine and it's like Monday, things just move a little different on Mondays, I think.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, I'm logged in now you can go ahead and send her over.
[AGENT][POSITIVE] Perfect, Miss [PII] and I'll or I'll transfer her to you, but I will do that but I'll introduce you when we join.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] Awesome, thank you. I have Ms. [PII] on the line. She's with our billing department and she's gonna be able to help process payment for you, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] My pleasure you take care.
[CUSTOMER][NEUTRAL] Hi,