AccountId: 011433970860
ContactId: 4e451f76-c76d-4d39-b4fd-6f6a62b811c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193770 ms
Total Talk Time (AGENT): 42336 ms
Total Talk Time (CUSTOMER): 101800 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/4e451f76-c76d-4d39-b4fd-6f6a62b811c0_20250606T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling IPL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team. I have a um [PII] rep on the other line that needs to make a payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, her name is [PII]. You ready?
[AGENT][NEUTRAL] Mm yeah, group member.
[CUSTOMER][NEUTRAL] OK, um, 26975.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um her name is [PII]. It's invoice 6391407.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For $311.28.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right, send them to me.
[CUSTOMER][NEUTRAL] Alrighty hold on one moment.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][POSITIVE] Yep, hi. Hi, thanks so much for holding I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Mhm thank you so much. You're welcome.
[AGENT][NEUTRAL] Hey, [PII], like she said, my name is [PII] and I'll be assisting you with this uh payment today. Let me get it all entered and then I'll be ready for the card number in just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, um, yep, hier, just to, um, inform you, um, my name is [PII] from your virtual card team, and I'm calling to make a payment on behalf of our mutual customer. And then please take note that this call is recorded for quality and training purposes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] All right, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK. The card number for the amount of $311.28 is [PII]. Card expiration date, [PII].
[CUSTOMER][NEUTRAL] And then the CVV is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alrighty [PII], that's been processed and you'll receive that confirmation number at vC-payments at [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII], do you have the confirmation number on your end like authorization or reference?
[CUSTOMER][NEUTRAL] You're talking about.
[AGENT][NEUTRAL] Um, 9906894.
[CUSTOMER][NEUTRAL] Just to confirm, 906-894.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. That's for today, [PII]. Thank you so much for assisting with this payment and have a great day.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day as well.
[CUSTOMER][NEUTRAL] Mhm. You too. Bye-bye.