AccountId: 011433970860
ContactId: 67e342a5-4cea-4363-9b8c-97c8379b8786
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152820 ms
Total Talk Time (AGENT): 47676 ms
Total Talk Time (CUSTOMER): 51767 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/67e342a5-4cea-4363-9b8c-97c8379b8786_20250506T15:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Bill Virtual card team calling to make a payment on behalf of our mutual customer. Please note that this call will be recorded for quality and training purposes.
[AGENT][NEUTRAL] OK. Do you have the group number?
[CUSTOMER][NEUTRAL] Yes, I have a group number of 21252.
[AGENT][NEUTRAL] And do you have the payment amount?
[CUSTOMER][NEUTRAL] Uh yes. I have here for $5770.87 5770 and 87.
[AGENT][NEUTRAL] And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Um, yes, I have a [PII].
[AGENT][NEUTRAL] OK, um, let me get you to our billing department. I'll give them the information you've provided and we'll get that payment. Hold on one moment, OK?
[CUSTOMER][POSITIVE] Sure, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] on the care team. I've got a third party on the line needing to make a payment on an invoice. Got the group number, amount, and callback and name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hang on one second.
[CUSTOMER][NEUTRAL] Alright, the group number?
[AGENT][NEUTRAL] Number 21252.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got [PII]
[AGENT][NEUTRAL] Uh, she's wanting to pay an invoice for 5,77087.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I got a call back [PII].
[AGENT][NEUTRAL] 0732.
[CUSTOMER][NEUTRAL] Uh, what invoice number did she give you?
[AGENT][NEUTRAL] Oh, I'm sorry, I didn't catch the invoice number. Sorry about that.
[CUSTOMER][NEUTRAL] OK, send it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], I've got [PII] on the line. She's gonna help you with this payment, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] All [PII], Miss [PII], let me get everything pulled up and entered and.