AccountId: 011433970860
ContactId: 622cb320-7741-45d9-b236-42fb247a060c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168479 ms
Total Talk Time (AGENT): 39609 ms
Total Talk Time (CUSTOMER): 51706 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/622cb320-7741-45d9-b236-42fb247a060c_20250515T18:01_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] from Bill Virtual card team calling to make payments on behalf of our mutual customer. Please note this call will be recorded for quality and training purposes.
[AGENT][NEUTRAL] OK. Do you have the group number for that?
[CUSTOMER][NEUTRAL] that.
[AGENT][NEUTRAL] Customer.
[CUSTOMER][NEUTRAL] Um, yes, 26975.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And do you have the invoice number?
[CUSTOMER][NEUTRAL] Sure, um, 638-883-4.
[AGENT][NEUTRAL] And then do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, let me get you transferred over to our billing department. I'll give them this information and then they can take that payment if you can hold one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team, and I've got a third party on the line. Her name is [PII]. She's needing to pay a group invoice.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] 26975.
[CUSTOMER][NEUTRAL] All right, uh, you can go ahead and send over, uh, what's the name? I'm sorry.
[AGENT][NEUTRAL] Uh, her name is [PII], and then I've got her invoice number and call back if you need that.
[CUSTOMER][NEUTRAL] OK, is it the number on the screen [PII]?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, alright, give me one second I'm just getting logged into the clover so I can take the payment.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send her over.
[AGENT][POSITIVE] OK, I'm gonna introduce you and then I'll release her. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], I've got Bree on the line. She's gonna help you with that payment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.