AccountId: 011433970860
ContactId: 676b905c-a73a-4010-914a-78aee2e2e45c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140660 ms
Total Talk Time (AGENT): 36179 ms
Total Talk Time (CUSTOMER): 52009 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/676b905c-a73a-4010-914a-78aee2e2e45c_20250306T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I have [PII] on the phone with [PII] want to make a payment on an invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, group number 26767.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have the um invoice number when you're ready.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 638-351-9.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In the amount of $672.43.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] All right, thank you, [PII]. Have a great one.
[AGENT][POSITIVE] You're welcome, you too.
[AGENT][NEUTRAL] This is [PII], can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] from Bill's virtual card team calling to make a payment. Is it OK that I record this call for quality and training purposes?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright, let me get everything entered real quick and then I can take that payment for you.
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][POSITIVE] All right, yes, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Card number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, that payment has been processed and the confirmation number has been emailed to [PII]. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's all for me. Thank you very much for your assistance with this payment. Have a great day. Bye for now.
[AGENT][POSITIVE] No, no, no problem and thank you for calling APL and you have a good day as well.