AccountId: 011433970860
ContactId: 398409e1-db7c-45df-8b53-e321994e3b7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263799 ms
Total Talk Time (AGENT): 105431 ms
Total Talk Time (CUSTOMER): 80076 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/398409e1-db7c-45df-8b53-e321994e3b7f_20250310T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hello [PII], this is [PII] from I exchange on a recorded line. I would like to make a payment on behalf of Wrop House Conuminum Association, and I do have here the group number. Are you able to help me with this one?
[AGENT][NEUTRAL] Yes ma'am, um, what is the group number?
[CUSTOMER][NEUTRAL] Yes, that will be 18872.
[AGENT][NEUTRAL] OK, and can you please spell your name for me, your first name?
[CUSTOMER][NEUTRAL] Yes, that would be [PII]
[AGENT][NEUTRAL] [PII], OK, Miss [PII], I can help you with um the paying the payment for the invoice, but can you give me the invoice number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that will be 006.
[CUSTOMER][NEUTRAL] I'm sorry, that would be 000638.
[CUSTOMER][NEUTRAL] 2172.
[AGENT][NEUTRAL] Thank you and then what is the amount you're paying today?
[CUSTOMER][NEUTRAL] Yes, that will be for $789.84.
[AGENT][NEUTRAL] OK, and what is the name of the the company you're calling from?
[CUSTOMER][NEUTRAL] I'm from a exchange.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a brief hold. I'm gonna transfer you on over to the group building department so that they can help.
[AGENT][NEUTRAL] Get the payment for this um group from you.
[CUSTOMER][POSITIVE] Alright, thank you so much for that one.
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer you over.
[AGENT][POSITIVE] You're very welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is good billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone. She is calling and I, I asked her twice what the name of the company is, but I could not understand what she was saying both times, um, but she's calling to make a payment for group number 18,870.
[AGENT][NEUTRAL] And it's going to be invoice number 638.
[AGENT][NEUTRAL] 2172.
[AGENT][NEUTRAL] In the amount of $789.80.
[AGENT][NEUTRAL] 4 sets.
[CUSTOMER][NEUTRAL] OK, and you've verified everything?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you said you've got Miss [PII] on the phone?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] And that's group 18,870.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] There's.
[AGENT][NEUTRAL] It's ML Automotive doing business as Audi Albany management.
[CUSTOMER][NEUTRAL] Hold on just a moment because that I mean there's no invoice.
[CUSTOMER][NEUTRAL] 2172.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] I don't see that invoice.
[AGENT][NEUTRAL] She, she said the 0006382172.
[CUSTOMER][NEUTRAL] And it's not pulling up right.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Not for that group number.
[CUSTOMER][POSITIVE] But you can send her on and I'll see what I can do.
[AGENT][POSITIVE] OK, thank you, Mellette.
[CUSTOMER][POSITIVE] You're welcome. Thank you and you have a good day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You too thank you you have a good one also bye bye.
[CUSTOMER][POSITIVE] Mm. Thank you. Bye-bye.