AccountId: 011433970860
ContactId: 3381b0ff-2570-42b9-9f75-7eae3adbea62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189270 ms
Total Talk Time (AGENT): 61807 ms
Total Talk Time (CUSTOMER): 67757 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/3381b0ff-2570-42b9-9f75-7eae3adbea62_20250228T17:19_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I would like to make a payment.
[AGENT][NEUTRAL] All right, is that.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I have the invoice number?
[AGENT][NEUTRAL] Alright, what's that invoice number?
[CUSTOMER][NEUTRAL] 6382762
[AGENT][NEUTRAL] And what is the group number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 24 34 9.
[AGENT][NEUTRAL] And what is your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what were the last 4 of the phone number? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the group name and address?
[CUSTOMER][POSITIVE] Yes, of course.
[CUSTOMER][NEUTRAL] It's gonna be MD Distributing doing businesses from International [PII] mhm.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright, thank you. I did, if you'll hold just one moment and what is the amount that you were wanting to pay on that invoice?
[CUSTOMER][NEUTRAL] 415 with 59 cents.
[AGENT][POSITIVE] Perfect. If you'll give me just one moment, let me get a representative that can process that payment for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, [PII]. One moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII]. I've got a group on the line wanting to make a payment.
[CUSTOMER][NEUTRAL] It's the group number?
[AGENT][NEUTRAL] 24349.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she wants to pay on the invoice ending in 2762?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For 4 1559.
[CUSTOMER][NEUTRAL] Alright you can send it to me.
[AGENT][POSITIVE] Thank you, [PII]. Have a great weekend. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I do thank you for your patience. I have [PII] on the line in our billing department that will assist you with processing that payment. Have a great weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][POSITIVE] Hey Ms. I, let me get it this all entered and I can take that payment for you.
[CUSTOMER][NEUTRAL] You have the invoice number and everything, right? You already confirm with me. She asked me everything, OK.
[CUSTOMER][NEUTRAL] Uh, I've got it for 4:15 59.
[CUSTOMER][NEUTRAL] That's it. Alright, I can, I'm ready for that card uh that card number.
[CUSTOMER][NEUTRAL] [PII].