AccountId: 011433970860
ContactId: 29e350a5-c96d-4db1-a2dc-6e3edd537e6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227490 ms
Total Talk Time (AGENT): 84994 ms
Total Talk Time (CUSTOMER): 92570 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/29e350a5-c96d-4db1-a2dc-6e3edd537e6c_20250321T19:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey, [PII], happy Friday. It's [PII]. I, hey, I've got [PII] on the line to put make a payment.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] OK, what's that group number?
[CUSTOMER][NEUTRAL] Group number is 25973.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the invoice number is 6383167.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the amount is $55.88.
[AGENT][POSITIVE] All right. I got it.
[CUSTOMER][POSITIVE] All right, [PII], if you'll, I'll send them to you. I hope you have a great weekend. Take care. One moment.
[AGENT][POSITIVE] I'm ready.
[AGENT][POSITIVE] All right. Thank you. You too.
[CUSTOMER][POSITIVE] [PII], thank you for your patience. I have [PII] on the line she's going to assist you with processing that payment.
[CUSTOMER][POSITIVE] Thank you, thank you, bye bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. And who am I speaking with?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Bill's virtual card team, and yes, I'm calling to make a payment. Um, please note that this call is recorded for quality and training purposes.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] OK, yes ma'am.
[AGENT][POSITIVE] Yes ma'am alright no problem I can definitely help you with that payment. um I do have the group information pulled up um let me just confirm some details and make sure that I have everything correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I've got group number 25973 for special education leader fellowship.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I've got invoice number 6383167 for a payment amount of 5588, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][POSITIVE] OK, great, let me enter that in real quick and we'll get that payment processed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], I'm ready for that card number whenever you're ready.
[CUSTOMER][NEUTRAL] Sure, card number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that expiration date?
[CUSTOMER][NEUTRAL] Expires at [PII].
[AGENT][NEUTRAL] OK. And the security code?
[CUSTOMER][NEUTRAL] Security code is [PII].
[AGENT][NEUTRAL] OK. And the zip code?
[CUSTOMER][NEUTRAL] [PII] 0 sorry it's [PII].
[AGENT][POSITIVE] OK, thank you for that, [PII]. I'm gonna go ahead and process the payment for 5588, and if you'll give me just a moment, I can give you a confirmation number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you. Excuse me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I have your confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is 135,910.
[CUSTOMER][NEUTRAL] 135,910.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][POSITIVE] Correct, thank you very much, [PII] for assisting me today. You have a great weekend.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Thank you for calling APL and you have a great weekend as well. Bye bye.
[CUSTOMER][NEUTRAL] Bye.