AccountId: 011433970860
ContactId: 4da78a2c-c61d-4257-93c3-544d6eca7bff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162220 ms
Total Talk Time (AGENT): 46426 ms
Total Talk Time (CUSTOMER): 61497 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/4da78a2c-c61d-4257-93c3-544d6eca7bff_20250519T21:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] from
[CUSTOMER][NEUTRAL] Bill virtual card team calling to make payments on behalf of our mutual customer. Please note that this call will be recorded for quality and training purposes. [PII], are you the one who can process the payment for me today? This is just an in one invoice.
[AGENT][NEUTRAL] Um, it goes through our billing department. I'll have to get you transferred over there, but could I get your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and then what was the group number?
[CUSTOMER][NEUTRAL] That would be 12068.
[AGENT][NEUTRAL] And what was the invoice number?
[CUSTOMER][NEUTRAL] 0006386829.
[AGENT][NEUTRAL] And then what's your callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I will give them this information and let me get you transferred to that department, OK?
[CUSTOMER][POSITIVE] Thanks so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] [PII], I've got a third party on the line that needs to make a payment on an invoice. Um, I've got the group number and the invoice number and call back and name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] Group number is 12068.
[CUSTOMER][NEUTRAL] 12068. OK.
[AGENT][NEUTRAL] And invoices 6386829.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, come on computer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Beulahat Bible University.
[CUSTOMER][NEUTRAL] Do you have the amount?
[AGENT][NEUTRAL] I don't have the amount. I didn't get that. Sorry about that. Oh.
[CUSTOMER][NEUTRAL] OK, you can send them on to me.
[AGENT][POSITIVE] Oh, she just hung up. Goodness gracious.
[CUSTOMER][NEGATIVE] Uh, they can't, they can't be patient to save their life.
[AGENT][NEUTRAL] OK, never mind.
[AGENT][POSITIVE] Oh my goodness gracious, wow, OK, sorry about that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No problem. All right, bye.
[AGENT][POSITIVE] Thank you. All right, bye.