AccountId: 011433970860
ContactId: 435d3428-f3f9-40ad-8b0a-07da91e52c17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241500 ms
Total Talk Time (AGENT): 75858 ms
Total Talk Time (CUSTOMER): 88088 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/435d3428-f3f9-40ad-8b0a-07da91e52c17_20250430T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good. I have a, um, Ross from [PII] trying to make a payment.
[AGENT][NEUTRAL] Alrighty, do you have the group number?
[CUSTOMER][NEUTRAL] I do. The group number is 21035.
[AGENT][NEUTRAL] And why is my computer being slow?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 035
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the invoice number is 600384906.
[AGENT][NEGATIVE] Alright, hang on one second. You were breaking up.
[AGENT][NEUTRAL] 638-49006.
[CUSTOMER][NEUTRAL] I'm sorry. I know they keep saying that.
[CUSTOMER][NEUTRAL] 600384906. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The amount is 496.42.
[AGENT][NEUTRAL] 42.
[AGENT][POSITIVE] All [PII], you can send it to me.
[CUSTOMER][POSITIVE] Really? OK, thank you. Have a good afternoon.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for me, Ms. [PII]. I got Ms. [PII] on the line. She's gonna assist you from the with the payment, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Like she said, my name is [PII] and let me get everything entered real quick and then I can take that payment for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um, hi, Ms. [PII]. This is [PII] from Bill's virtual card team calling to make a payment on behalf of a mutual customer. Please note that this call will be recorded for training and quality purposes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, come on computer.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] All righty. I'm ready for that card number.
[CUSTOMER][NEUTRAL] Um, card number that I have here for $496.42 [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the last 4?
[CUSTOMER][NEUTRAL] Expires? [PII].
[AGENT][NEUTRAL] Alright, let me read that back out to you real quick. Uh, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, well, let me.
[AGENT][NEUTRAL] Finish processing this. Alrighty, that's been processed and the confirmation number has been emailed to [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, can I get the confirmation number transaction ID over the phone?
[AGENT][NEUTRAL] Yes, hang on one second.
[AGENT][NEUTRAL] 077444.
[CUSTOMER][NEUTRAL] 077444.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much, Ms. [PII], for assisting me and I hope you have a good one. Thank you.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day.