AccountId: 011433970860
ContactId: 6175fba1-4b0e-41aa-9f68-77186b5b71fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282380 ms
Total Talk Time (AGENT): 64773 ms
Total Talk Time (CUSTOMER): 147998 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/6175fba1-4b0e-41aa-9f68-77186b5b71fd_20250408T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon. My name is [PII] from Bill virtual card team calling to make the payment. Please take note that this call will be recorded for quality and training purposes. Can I have your name again, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] How do you spell that one?
[AGENT][NEUTRAL] Can you
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right, so it is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. And for today, I'll be paying on behalf of this uh customer, American Public Life.
[CUSTOMER][NEUTRAL] Uh, I, I'm sorry. This is under
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Hold on, please. This is under the account number [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And uh the amount is 121.73 and I'm going to pay this using a Mastercard credit card.
[AGENT][NEUTRAL] One second, [PII].
[CUSTOMER][NEUTRAL] Yeah, and
[CUSTOMER][NEUTRAL] I do have also the invoice number.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes sir, what is that invoice number? Yes, please.
[CUSTOMER][NEUTRAL] Do you need the invoice number?
[CUSTOMER][NEUTRAL] All right. It is 0006385997.
[AGENT][NEUTRAL] And could you verify the name of the company?
[CUSTOMER][NEUTRAL] All right, hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The name of the company.
[CUSTOMER][NEUTRAL] Oiler Family dentistry.
[AGENT][NEUTRAL] OK, I just wanted to make sure I have the right company pulled up. OK, [PII]. I'm ready for that card number whenever you are.
[CUSTOMER][POSITIVE] Thank you so much. And for the card number, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right. Hold on, please. I'm sorry. I, my
[CUSTOMER][NEUTRAL] 2 resets. Hold on, please.
[AGENT][POSITIVE] It's quite all right.
[CUSTOMER][NEUTRAL] All right, let me read all [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, the expiration?
[CUSTOMER][NEUTRAL] Expiration is [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] All right, once I have that completed, I will have an authorization number.
[CUSTOMER][POSITIVE] Yes, please. Thank you.
[AGENT][NEUTRAL] All right, that authorization number is 203.
[AGENT][NEUTRAL] 225.
[AGENT][NEUTRAL] Would you like for me to send a receipt to the, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] So is it those.
[CUSTOMER][NEUTRAL] All right, so is it 203-225?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Would you like me to send an email to the address that we have on file?
[CUSTOMER][NEUTRAL] All right. And you can also send.
[CUSTOMER][NEUTRAL] Yes, uh, our email address is [PII] with [PII] like [PII].
[AGENT][NEUTRAL] I apologize I don't know that I would be able to send it to someone outside of the one that we have on file for the company.
[CUSTOMER][NEUTRAL] All right. All right. Anyway, uh, you just send it to the customer. OK. Thank you so much, uh, [PII]. And by the way, [PII], can we process another payment? Would that be all right with you?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I sure can. Yes, sir. Let me just get this done real quick and.
[CUSTOMER][POSITIVE] All right. Thank you then.
[CUSTOMER][POSITIVE] Anyway, don't bother because there is no additional invoice for the moment. So thank you so much for attending to this payment and have a good one, [PII]. Take care.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Thank you, you as well. Thank you for calling ATL. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.