AccountId: 011433970860
ContactId: 5ccef92c-792c-46ea-b2de-1128d14bf88a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205580 ms
Total Talk Time (AGENT): 79664 ms
Total Talk Time (CUSTOMER): 89222 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/5ccef92c-792c-46ea-b2de-1128d14bf88a_20250409T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and I'm calling from Bill virtual card team. I am calling to make a payment and please note that this call will be recorded for quality and training purposes.
[AGENT][POSITIVE] Of course [PII], can I get a good call back number from you first and then we can get that uh payment made?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And did you have that group number?
[CUSTOMER][NEUTRAL] Um, well, do they have a, yeah, group number 21252 and a specific invoice number.
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] Thank you so. The invoice number for this group is 0006384929.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, what was the name for the group, [PII]?
[CUSTOMER][NEUTRAL] Uh, it shows [PII] at Saint Lucie Realtors.
[AGENT][POSITIVE] Perfect, thank you for that and then um how much were we going to be paying?
[CUSTOMER][NEUTRAL] Well, we're paying this invoice for $5350 with 25 cents.
[AGENT][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] Um, do you charge any kind of fee for this credit card payment or no?
[AGENT][NEUTRAL] I'm sorry, what was that [PII]?
[CUSTOMER][NEUTRAL] Did you charge any fee for this credit card payment?
[AGENT][NEUTRAL] No, there's no fees to make a payment. Uh, I'm sorry, just to, uh, that was $5350.25 correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, well I appreciate all of that information, [PII]. I'm gonna put you on a brief hold and transfer you to our billing department they'll be able to take that payment for you.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing great [PII] how are you doing today?
[AGENT][NEUTRAL] All right so far. Thank you. Um, I've got, uh, [PII] with [PII], uh, trying to make a payment for a group.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Sure, I'll be glad to have. Did, did you take the quote number or anything if you did not sign on it.
[AGENT][NEUTRAL] Yes, that is uh.
[AGENT][NEUTRAL] Yeah, that group number is 21252.
[CUSTOMER][POSITIVE] OK. All right, thanks, [PII]. I'll be glad to help him. Thank you.
[AGENT][NEUTRAL] Of course, alright, do you want that uh the invoice number or anything?
[CUSTOMER][NEUTRAL] Yes, if you have it first.
[AGENT][NEUTRAL] Absolutely, um, that's.
[CUSTOMER][NEUTRAL] Is that
[AGENT][NEUTRAL] Yes, uh, 638-492-9.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 638-492-9 did you get a callback number here or do I need to get that?
[AGENT][NEUTRAL] Yes, yes, that is uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much for sending to me. You have a great day, OK?
[AGENT][POSITIVE] Alright, thanks [PII] you too thanks bye bye.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.