AccountId: 011433970860
ContactId: 32931882-a1ee-4d60-b372-a81b0a4032ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193279 ms
Total Talk Time (AGENT): 75838 ms
Total Talk Time (CUSTOMER): 67882 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/32931882-a1ee-4d60-b372-a81b0a4032ca_20250314T17:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to pay our group invoice over the phone with the card if I can.
[AGENT][NEUTRAL] Sure we can get that invoice um what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], are you the gradman?
[CUSTOMER][NEUTRAL] I am not.
[AGENT][NEUTRAL] OK, alright, um, [PII], if you would mind, uh, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then what was that group number please?
[CUSTOMER][NEUTRAL] It's 263-887.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that rampart Resources?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you able to verify the address for the business [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that um do you have the invoice number that we're gonna be paying today?
[CUSTOMER][NEUTRAL] I do. It's 638-332-8.
[AGENT][NEUTRAL] All right. And how much are we going to be paying today?
[CUSTOMER][NEUTRAL] Uh, $1,193.51.
[AGENT][POSITIVE] Got it. Alright, I appreciate all that information, [PII]. I'm just gonna put you on a brief hold and transfer you to our billing department. They'll be able to take that payment for you.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] Hi, I'm good. How about you?
[AGENT][POSITIVE] Doing good thank you. I've got uh someone on the line who is wanting to make a payment for a group um they're not the contact or the admin uh but I do have all of the information.
[CUSTOMER][NEUTRAL] Alright, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, I have to log into this site to take that payment. Alright, what's that group number?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It is 263-87.
[CUSTOMER][NEUTRAL] Do you know the invoice number by chance?
[AGENT][NEUTRAL] Yes, um, that is uh 638-332-8.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Group 26387.
[CUSTOMER][NEUTRAL] Invoice 6383328. OK, alright, I'm ready for what I'm sorry, what was their name?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] 83 and the callback number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][POSITIVE] Awesome, OK, I'm ready for him whenever you are.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.