AccountId: 011433970860
ContactId: 548801cb-cd09-4103-af87-0694a167d95c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156929 ms
Total Talk Time (AGENT): 46351 ms
Total Talk Time (CUSTOMER): 72999 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/548801cb-cd09-4103-af87-0694a167d95c_20250403T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I have a um somebody from [PII], Ms. [PII] from [PII], trying to make a payment on a group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the group number is 26767.
[CUSTOMER][NEUTRAL] The invoice number is 63860999.
[CUSTOMER][NEUTRAL] Um, the amount.
[CUSTOMER][NEUTRAL] It's 672.43.
[AGENT][POSITIVE] Let me get that pulled up real quick because I'm pretty sure it will log me out. Oh, OK, perfect. You can send them to me.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][POSITIVE] Oh. All right, here they come. Thank you. Have a good day.
[AGENT][NEUTRAL] Mhm. You too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for me, Ms. [PII]. I got Ms. [PII] on the line. She's gonna assist you with the payment.
[AGENT][NEUTRAL] This is
[CUSTOMER][POSITIVE] Thank you, so I appreciate it. You're welcome. Have a good day.
[AGENT][POSITIVE] Hey, [PII], like she said, um, I'm gonna get you, um, take this payment for you. Let me just get everything entered real quick.
[CUSTOMER][POSITIVE] Thank you [PII].
[CUSTOMER][NEUTRAL] Send you a.
[AGENT][NEUTRAL] All right, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, that will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Expiration date?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Alright, I've processed that payment for $672.43 and I've sent the confirmation number to [PII]. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] No, that was everything. I really appreciate your help today.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] Oh likewise. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.