AccountId: 011433970860
ContactId: 4b0fdad8-7a95-464c-9ab7-7bdaa16af407
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185199 ms
Total Talk Time (AGENT): 58197 ms
Total Talk Time (CUSTOMER): 107272 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4b0fdad8-7a95-464c-9ab7-7bdaa16af407_20250324T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from virtual card team calling to make a payment and please be aware that this call will be recorded.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, no problem. um, can you provide me with the group number please?
[CUSTOMER][NEUTRAL] Yes, it is 21035.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, and can you confirm the group name please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, it is innovative Manufacturing and Design LLC.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and then can you provide me with the uh invoice number and the payment amount?
[CUSTOMER][NEUTRAL] 666.
[CUSTOMER][NEUTRAL] Yes, it is 0006382322 and it is for $496.42 please.
[AGENT][POSITIVE] OK, yes ma'am, no problem. I can get that processed for you. Let me enter this information in real quick, give me just a moment.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, I have uh an invoice today.
[CUSTOMER][NEUTRAL] your the name of your company.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Invoice number is
[CUSTOMER][NEUTRAL] 590,110.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that entered in and I'm ready for the card number whenever you're ready.
[CUSTOMER][POSITIVE] Thank you and no fees, right?
[AGENT][POSITIVE] Correct, there's no additional fees.
[CUSTOMER][NEUTRAL] Thank you. Car number is going to be [PII] with expiration [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And security code [PII].
[AGENT][NEUTRAL] And what is
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the zip code, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, that's everything I need. So I'm gonna go ahead and get that payment processed for 496 42 and I'll have a confirmation number for you in just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, like I don't know like I wanna say like.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, I have your confirmation number. Are you ready?
[CUSTOMER][POSITIVE] I'm ready thank you.
[AGENT][NEUTRAL] OK, 731.
[AGENT][NEUTRAL] 168.
[CUSTOMER][POSITIVE] Perfect, thank you very much. I really appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely, no problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That will be it thank you.
[AGENT][POSITIVE] OK, no problem, Ms. [PII]. Thank you for calling ATL and have a great day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.