AccountId: 011433970860
ContactId: 4726b4e4-cfa8-4148-8e95-3b38988bc7b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290779 ms
Total Talk Time (AGENT): 89505 ms
Total Talk Time (CUSTOMER): 121742 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/4726b4e4-cfa8-4148-8e95-3b38988bc7b3_20250612T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][NEUTRAL] I'm well, how about yourself?
[CUSTOMER][NEUTRAL] I'm good thank you. I have [PII] with [PII] on the line. She needs to make a payment for a group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] What group number is that?
[CUSTOMER][NEUTRAL] 26591 for Euler Family Dentistry.
[AGENT][NEUTRAL] Just logging in real quick. Oh, if I could learn to spell.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Oh, no worries.
[AGENT][POSITIVE] Please tell me I typed that right yay oh great gonna send me a code, sorry.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Feels like a Monday.
[CUSTOMER][NEUTRAL] I hear you.
[AGENT][NEUTRAL] Even though my daughter woke up this morning thinking it was Friday, I was like, I wish, baby.
[CUSTOMER][NEUTRAL] Oh, I know, right?
[AGENT][NEGATIVE] Oh, it's still not loading. Come on.
[AGENT][NEGATIVE] She says it's the last day of the week. I said, oh, no, baby, it's not.
[CUSTOMER][NEGATIVE] Be like, don't be playing with my emotions. Come on now.
[AGENT][NEGATIVE] Exactly, I don't know why the screen won't load.
[AGENT][NEUTRAL] Like the the
[AGENT][NEUTRAL] Let's see what's the invoice number that she's talking about?
[CUSTOMER][NEUTRAL] She gave me invoice number 6391187.
[CUSTOMER][NEUTRAL] And she said the amount is 151.97.
[AGENT][POSITIVE] Oh it's starting to load yay, OK, it's just a white screen for a second there. I've never seen it take so long.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, I'm ready for whenever you, oh wait, I guess I don't really need a callback number because it's [PII], but did you get one?
[CUSTOMER][NEUTRAL] Yeah, I did. It's [PII].
[AGENT][POSITIVE] Awesome, OK, I'm ready for.
[CUSTOMER][NEUTRAL] Alright, I'll just let her know I'm transferring her one second.
[AGENT][POSITIVE] Thanks, have a great day.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] [PII] from the virtual card team calling to make a payment on behalf of our mutual customer. Please note that this call will be recorded for quality and training purposes. May I have your name please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Thank you. Um, what information do you need from me?
[AGENT][NEUTRAL] Well, let me just verify she gave me 25, I'm sorry 26591.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the invoice number she gave me was 6391187.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] In the amount of $151.97.
[CUSTOMER][NEUTRAL] That would be correct.
[CUSTOMER][POSITIVE] Mhm. Yup, that's correct.
[AGENT][POSITIVE] All right. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Card number is [PII].
[AGENT][NEUTRAL] All right, expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] Code is [PII].
[AGENT][NEUTRAL] And the billing zip code for the card.
[CUSTOMER][NEUTRAL] Billing zip code is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] As soon as I have this process, I will have an authorization number for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Dash one.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] All right, the number I have is 154.
[AGENT][NEUTRAL] 189.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you so much. And can you hold for a moment? I'll just double-check if I still have another payment here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you so much. Hold on, let me see this one.
[CUSTOMER][POSITIVE] All right. I think that would be all for today. Thank you so much for assisting me with this payment. Have a good one. Goodbye for now.
[AGENT][POSITIVE] No problem. Thanks for calling ATO. Bye bye.