AccountId: 011433970860
ContactId: 2bf03ede-9215-4590-8e87-7312695cbf4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271420 ms
Total Talk Time (AGENT): 122264 ms
Total Talk Time (CUSTOMER): 112748 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/2bf03ede-9215-4590-8e87-7312695cbf4b_20250616T22:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], this is [PII] from the Bill virtual card team calling to make a payment on behalf of our mutual customer. Please note that this call will be recorded for quality and training purposes. I would like to make a payment for Waterfall Club. I have the invoice number here.
[AGENT][NEUTRAL] OK, and what is the group number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Group number, one moment. Let me provide you that uh group number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, shows your 9240-70.
[AGENT][NEUTRAL] 0924.
[CUSTOMER][NEUTRAL] I'm sorry, 924-0-70.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, thank you. And what's the name of the group again, please?
[CUSTOMER][NEUTRAL] Mhm, welcome.
[CUSTOMER][NEUTRAL] Waterfall Club.
[AGENT][NEUTRAL] Waterfall Club.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's, I can see your Rabun County Cor Corporationio. I can see here.
[AGENT][NEUTRAL] OK, and Miss [PII], can I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure, it's uh [PII].
[AGENT][NEUTRAL] OK, let me see if I can find this group real quick because that did not look like one of our group numbers but I'm gonna try to find them.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Uh, thank you so much. How about the invoice number?
[CUSTOMER][NEUTRAL] Can we also try it?
[AGENT][NEUTRAL] No, I can't look it up by the invoice number. I have to get the group and then I'd be able to find the invoice, um, but I can keep trying Waterfall Waterfall Club.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Mhm thank you, thank you so much for that, mhm.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And it's W A T E R.
[CUSTOMER][NEUTRAL] Oh, or.
[CUSTOMER][NEUTRAL] Mm, how about the group, uh, the 26,740 for the group number?
[AGENT][POSITIVE] Oh, that sounds good. Let me see what that does.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think this is the right one, the 226,740.
[AGENT][NEUTRAL] And it's Robin County Corporation.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Rayburn County Corporation. OK, yes, ma'am. OK, and now what is that?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Corporation.
[AGENT][NEUTRAL] Yes, what is that, um, invoice number, please?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, invoice number 6,391,270.
[AGENT][NEUTRAL] And the amount you're paying today?
[CUSTOMER][NEUTRAL] And the amount that shows here is $1,139.93.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Ms. [PII], so that I can transfer you on over to the billing department so that they can take that payment over the phone for you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right. Thank you. You have a wonderful night. Thanks for calling APL.
[CUSTOMER][POSITIVE] Oh, you as well. Mhm thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Ms. [PII] on the phone. She's with [PII]. She is calling to pay on an invoice for group number 26,740.
[AGENT][NEUTRAL] And the invoice.
[CUSTOMER][NEUTRAL] 2674.
[AGENT][NEUTRAL] Yes ma'am, and the invoice number is 6,391,270 in the amount of $1,139.93.
[CUSTOMER][NEUTRAL] OK, thank you. And what's, I'm sorry, could you tell me your name one more time?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][POSITIVE] [PII]. OK. Got it. Thank you.
[AGENT][POSITIVE] Yes, and the number she's calling from is a good callback number. You're so welcome. You have a good rest of your night.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] All right, bye-bye, Bree.