AccountId: 011433970860
ContactId: 329e87a5-2877-45dd-a050-c9b86a0d7a4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209160 ms
Total Talk Time (AGENT): 85661 ms
Total Talk Time (CUSTOMER): 75940 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/329e87a5-2877-45dd-a050-c9b86a0d7a4b_20250417T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and I'm calling from the virtual card team. I am calling to make a payment and please note this call will be recorded for quality and training purposes.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the payment. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you for that. And may I have the group name and number?
[CUSTOMER][NEUTRAL] Oh yeah, of course. I have the group name [PII] sorry [PII].
[CUSTOMER][NEUTRAL] And I have the group number 16995.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] Do you, what is the invoice number and the amount that you're wanting to pay today?
[CUSTOMER][NEUTRAL] 638-6604
[CUSTOMER][NEUTRAL] DC 4.
[CUSTOMER][NEUTRAL] Um, $2370.
[CUSTOMER][NEUTRAL] Sorry, $2790.24.
[AGENT][NEUTRAL] OK, wait a minute, $2790.24?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and um [PII], I'm gonna have to get you over to group billing so that they can take that payment for you. Before I transfer you over, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] No, oh, can I just get your name again?
[AGENT][NEUTRAL] Yes, my name is [PII] First initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome, and hold on one moment for your transfer and thank you for calling APO.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm doing good. I have a uh
[AGENT][NEUTRAL] He didn't say [PII], but it's like one of those companies he's trying to make a payment over the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's, uh, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's group number 16995.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We're speaking with [PII], and he wants to pay invoice 6386604. He said $2790.24.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Alrighty. Hold on one moment.
[CUSTOMER][NEUTRAL] And to me.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah I'm still here.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Like she said, my name is [PII] and I'll be helping.