AccountId: 011433970860
ContactId: 6389c9c8-d3f0-474a-82f4-e89ebb98070d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108410 ms
Total Talk Time (AGENT): 40687 ms
Total Talk Time (CUSTOMER): 44359 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/6389c9c8-d3f0-474a-82f4-e89ebb98070d_20250424T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Wheels with regarding going to make a payment. Please note that this call will be recorded for quality and training purposes.
[CUSTOMER][NEUTRAL] I'm here to process an invoice number and a special education leader fellowship.
[CUSTOMER][NEUTRAL] I do have the invoice number. The invoice number is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] hold on one moment let me.
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] I I need to transfer you over to our billing department they're the ones who can take payments.
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your name was [PII]?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII] with the care team. I've got a, it sounds like a third party on the line that just needs to pay an invoice.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, what's that group number?
[AGENT][NEUTRAL] Uh, I didn't get her group number. I'm so sorry. I've got [PII] on the line.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Did she give you a callback number?
[AGENT][NEUTRAL] No, I'm sorry. I didn't get that.
[CUSTOMER][NEUTRAL] Anything else that you get from like invoice number number anything like that?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] She she was fixing to get the invoice number, but I, I told her I would transfer. Sorry about that.
[CUSTOMER][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] OK, I'm gonna get her on the line, OK?
[CUSTOMER][POSITIVE] All right. Thank you much.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], I've got [PII] on the line. She'll be able to help you, OK?
[CUSTOMER][POSITIVE] Yes, all right. Thank you so much.
[AGENT][POSITIVE] Thank you.