AccountId: 011433970860
ContactId: 2afe1b42-d784-4366-8f5d-4af4bff8f1c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243830 ms
Total Talk Time (AGENT): 79410 ms
Total Talk Time (CUSTOMER): 123599 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/2afe1b42-d784-4366-8f5d-4af4bff8f1c1_20250528T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. Um, I have Ms. [PII] calling to make a payment on an invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What group number is that?
[CUSTOMER][NEUTRAL] Say again.
[AGENT][NEUTRAL] The group number? What number is that, love?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, 259-973.
[AGENT][NEUTRAL] And by chance did you get an invoice number from her?
[CUSTOMER][NEUTRAL] Say again? I can't hear a squat.
[AGENT][NEUTRAL] Did you get an invoice number from? No, I'm so sorry it's probably me. Did you get an invoice number from her?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I did. It's 638.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] 8370.
[AGENT][NEUTRAL] If you just give me one second, I need to log into the site.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] Oh darn.
[AGENT][NEGATIVE] It's been a minute since I've had to log into it and it's making me.
[AGENT][NEUTRAL] Remember,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] There we go, and did you by chance get a callback number?
[CUSTOMER][NEUTRAL] I didn't.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And [PII], OK, I'm no worries, I'm ready for whenever you are.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Awesome thank you ma'am. Have a great one.
[AGENT][POSITIVE] Thank you. You as well.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you today?
[CUSTOMER][POSITIVE] Hi Ms. [PII] I'm doing fine thank you for asking how about yourself?
[AGENT][POSITIVE] I'm doing well. I understand you're wanting to pay on an invoice?
[CUSTOMER][NEUTRAL] That is correct. And Ms. [PII], please know this call will be recorded for quality and training purposes. Is that OK?
[AGENT][POSITIVE] Absolutely if I could just get a callback number from you real quick just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Alright, and she gave me invoice number 6,388,370?
[CUSTOMER][NEUTRAL] And yes.
[CUSTOMER][NEUTRAL] Yes, for a special education leader fellowship in the amount of $55.88.
[AGENT][NEUTRAL] 5588. Alright, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Thank you. It's a Visa and it's [PII].
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And security code?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] [PII] OK, no, that is a different one. I'm sorry. It's [PII]. Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Once I have this processed I'll be able to give you that authorization number.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Or like
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] that they
[AGENT][NEUTRAL] Alright, the authorization number I have is 891,860.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 891,860. Excellent Ms. [PII]. Um, could you allow me please a couple seconds just to see if by any chance I have any other pending invoice here?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Uh, but no, it seems to be that was the only one, so I thank you again for your help and I wish you have a wonderful day, OK? Take care.
[AGENT][POSITIVE] Thank you, great day too. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.