AccountId: 011433970860
ContactId: 26bee4d8-5bcd-4a63-93d9-0bc17adc48f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161399 ms
Total Talk Time (AGENT): 36869 ms
Total Talk Time (CUSTOMER): 58079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/26bee4d8-5bcd-4a63-93d9-0bc17adc48f3_20250606T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I need to make a payment of the group and invoice number.
[AGENT][NEUTRAL] OK, is it with credit card or?
[CUSTOMER][POSITIVE] Credit card, that's right.
[AGENT][NEUTRAL] OK. And do you have the group number and invoice number? I'll take that down.
[CUSTOMER][NEUTRAL] Group 24 3 49.
[CUSTOMER][NEUTRAL] Invoice 6306390545.
[AGENT][NEUTRAL] OK. And then your name and a callback number?
[CUSTOMER][NEUTRAL] [PII], so [PII]
[CUSTOMER][NEUTRAL] And [PII] is my last name number the office number is gonna be.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm hm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get you transferred to our billing department and they'll take this payment. I'll give them the information you just provided.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. I've got a, a person on the line that'd like to make a credit card payment on an invoice.
[CUSTOMER][NEUTRAL] Alright and uh what's the group number?
[AGENT][NEUTRAL] number 24349.
[CUSTOMER][NEUTRAL] 24349.
[CUSTOMER][NEUTRAL] And who are we speaking with?
[AGENT][NEUTRAL] Uh, it's with [PII].
[CUSTOMER][NEUTRAL] And uh their callback number, the one that's on the screen, the [PII].
[AGENT][NEUTRAL] Yes, that is.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And did they say, OK, I'm sending I probably say in their June invoice. Alright, you can go ahead and send them over.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I'll introduce you and then I'll release the call. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I thought I've got Bree on the line. She's gonna take that payment for you, OK?
[CUSTOMER][POSITIVE] Thank you, thank you for your help.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hello