AccountId: 011433970860
ContactId: 466ffdd4-d0c7-440a-b055-3569b5e10e67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220220 ms
Total Talk Time (AGENT): 84279 ms
Total Talk Time (CUSTOMER): 90276 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/466ffdd4-d0c7-440a-b055-3569b5e10e67_20250319T16:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Bill virtual card team calling to make a payment. Is that OK to record a call for quality training purposes?
[AGENT][NEUTRAL] Yes ma'am, you may, and you said that you're calling to make a payment today. Can I please get uh the group number?
[CUSTOMER][NEUTRAL] Group number 12068.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] And what did you say your name was again, please?
[CUSTOMER][NEUTRAL] When
[AGENT][NEUTRAL] [PII]. OK, Ms. [PII].
[AGENT][NEUTRAL] And then can you give me the invoice number that you're paying today?
[CUSTOMER][NEUTRAL] Invoice number is 0006381623.
[AGENT][NEUTRAL] OK, let me make sure I've got this right. 00006381623?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the amount you're paying today?
[CUSTOMER][NEUTRAL] The amount is $128.15.
[AGENT][POSITIVE] OK, thank you so much Ms. [PII]. I'm gonna put you on a brief hold and I'm gonna transfer you on over to group billing so that they can assist with taking that payment from you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] Billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um a Miss [PII] on the phone and she is calling to pay invoice. I'm sorry.
[CUSTOMER][NEUTRAL] Hold on just a moment, just a moment, just a moment.
[AGENT][POSITIVE] Yep, you know what? I got myself out of line too. I usually give you the group number first.
[CUSTOMER][NEUTRAL] I saw. What?
[CUSTOMER][NEUTRAL] Alright, you got [PII] on the phone with [PII] to pay a bill, right? I know the phone number.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Um, so let's see what is the um group number there.
[AGENT][NEUTRAL] 12068.
[AGENT][NEUTRAL] And she is paying invoice.
[AGENT][NEUTRAL] 6381623
[CUSTOMER][NEUTRAL] The March invoice.
[AGENT][NEUTRAL] And the amount
[AGENT][NEUTRAL] In the amount of 12815.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, and she's with Balm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Ah,
[CUSTOMER][NEUTRAL] I've got to read. I'm sorry. I've got you.
[AGENT][POSITIVE] That's OK, take your time.
[CUSTOMER][NEUTRAL] Log on
[CUSTOMER][NEGATIVE] Again, it don't keep you logged in.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] But I can help her with that and you've got [PII] on again you've got [PII] on the phone wanting to pay invoice 6381623 and the amount of 12815 on group 12868.
[AGENT][POSITIVE] Yes, correct, you got it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thanks, [PII]. You have a good rest of your day.
[CUSTOMER][POSITIVE] You as well. Thank you, [PII].
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye-bye.