AccountId: 011433970860
ContactId: 3c047071-7d49-4402-ad49-b6e27796954e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210919 ms
Total Talk Time (AGENT): 42259 ms
Total Talk Time (CUSTOMER): 104603 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/3c047071-7d49-4402-ad49-b6e27796954e_20250501T15:05_UTC.wav
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[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] OK, can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Ms. [PII] with [PII] on the other line.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She is calling to pay an invoice for group 16995.
[CUSTOMER][NEUTRAL] She's paying invoice number 6387201.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In the amount of $1,838.25.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Thanks, [PII]. Bye-bye, ma'am.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][POSITIVE] Appreciate your
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I can't hear you very well, sorry. Could you please repeat? Sorry?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] My name is [PII]. What can I help you with?
[CUSTOMER][NEUTRAL] OK. Um, thank you so much, Ms. [PII]. I'm sorry. I have problems to, uh, hear you, but thank you. I'm calling from [PII] Company to pay an invoice on behalf of the Ansor Center Inc client, and we want to pay the full amount of the invoice 6387201.
[AGENT][POSITIVE] All righty. Let me get all this entered real quick and I can assist you with that payment. So give me one second.
[CUSTOMER][POSITIVE] Yes. Yes, Ms. [PII]. Thank you.
[AGENT][POSITIVE] All righty. I'm ready for that card number.
[CUSTOMER][POSITIVE] Thank you so much, miss. This one is MasterCard. [PII] one-time payment, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Expiration date, [PII].
[CUSTOMER][NEUTRAL] And security code [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and the expiration date is [PII].
[CUSTOMER][NEUTRAL] Yes, miss.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right, that's been processed and the confirmation number has been emailed to [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] Yes, miss. But before I go, are you gonna be able to provide me a confirmation number on the phone maybe or transaction ID or code?
[AGENT][NEUTRAL] 8179887.
[CUSTOMER][NEUTRAL] 8179887
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you, Ms. [PII]. Uh, it was a pleasure for me and have a beautiful day, miss. Thank you.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day as well.