AccountId: 011433970860
ContactId: 3e81317a-6785-4f2f-8a2c-e115ac341374
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160839 ms
Total Talk Time (AGENT): 64244 ms
Total Talk Time (CUSTOMER): 63757 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/3e81317a-6785-4f2f-8a2c-e115ac341374_20250314T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Hey, I'm so wonderful. I've got um Mr. [PII] on the phone, and he's calling to make a payment for his group.
[AGENT][NEUTRAL] OK, group number?
[CUSTOMER][NEUTRAL] Yes, it is 80122 and I've gone ahead and I've verified him.
[AGENT][NEUTRAL] Let me get that pulled up real quick.
[AGENT][NEUTRAL] Flower Consulting Group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Alright you can send them on over.
[CUSTOMER][POSITIVE] Perfect and I'll introduce you, Ms. [PII] when we join. Is that OK?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, [PII], are you still there with me?
[CUSTOMER][POSITIVE] Yes, I'm here. Alrighty I have Miss [PII] on the line she's one of our agents and she's gonna be able to help you process that payment, OK?
[CUSTOMER][POSITIVE] Great. Thank you. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][POSITIVE] All righty, like she's, uh, hey, how are you?
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][POSITIVE] Very well, thank you.
[AGENT][NEUTRAL] Um, like she said, I'll be, um, assisting you with that card payment. You're wanting to pay the March invoice in the amount of 29,460, is that correct?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, perfect. I can definitely help you with that. Let me get everything entered real quick.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Alrighty, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the name on the card?
[CUSTOMER][NEUTRAL] Uba, UBA and the last name [PII]
[AGENT][NEUTRAL] Thank you and the expiration date?
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, thank you, and I'm gonna send this confirmation number to the email address that we have on file for you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Come on computer. All righty, that's been processed. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am thank you much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] Thanks, bye.