AccountId: 011433970860
ContactId: 46f8e306-b9b0-46f9-a196-01f24bad17e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180580 ms
Total Talk Time (AGENT): 41188 ms
Total Talk Time (CUSTOMER): 94459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/46f8e306-b9b0-46f9-a196-01f24bad17e3_20250307T15:21_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] over on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing alright thank you um I've got a rep from uh [PII] to make a payment for a group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group number it's uh 21252.
[AGENT][NEUTRAL] [PII], like Saint Lucia, uh, Realtors.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You need that invoice number?
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] That is 638-234-4.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they're gonna be paying $5,434.37.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Alright, and we're speaking with uh his name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, are you ready for him now?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Bill Virtual card department calling to make a payment. Is it OK that the record this call for quality and training purposes?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][POSITIVE] Thank you so much. So, uh, for this one, [PII], uh, your name starts with letter [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII] and uh that'll be [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh, OK, thank you so much.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK OK uh for the invoice.
[CUSTOMER][NEUTRAL] So, uh, do you have the information, uh, regarding that I'm paying it today?
[AGENT][POSITIVE] Yes, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK perfect so that will be [PII] expiration date [PII]. CVV code [PII].
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Alright, that's been processed and the confirmation number has been emailed to [PII]. Is there anything else I can help you with today?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, so I mean that'll be all today [PII], but may I ask if this would be VC-payments with an S at [PII], right?
[AGENT][NEUTRAL] Yes, that's where the confirmation number was sent, yes.
[CUSTOMER][POSITIVE] OK, perfect. So for this one, [PII], uh, thank you so much for assisting me with this payment. Have a great day. See you. Goodbye for now. Bye bye.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day as well.