AccountId: 011433970860
ContactId: 69608b6d-2886-4c6e-a673-42647efbc68d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237800 ms
Total Talk Time (AGENT): 75676 ms
Total Talk Time (CUSTOMER): 76148 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/69608b6d-2886-4c6e-a673-42647efbc68d_20250520T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Build Virtual card team. I'm calling to make payments on behalf of our mutual customer. Please know that this call will be recorded for quality and training purposes, OK.
[AGENT][NEUTRAL] Alright, and what's the group number that you're calling to make a payment on?
[CUSTOMER][NEUTRAL] Sorry, I can, I can barely hear you. Can you repeat the question?
[AGENT][NEUTRAL] What's, yeah, what's the group number that you're calling to make a payment on?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have 12068.
[AGENT][NEUTRAL] Alright, and is [PII] a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me get that group information pulled up.
[CUSTOMER][NEUTRAL] Can I have your name in the meantime?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alright, and I see an invoice for the month of May due, and that invoice number is 6386829 and the amount is $128.15. Does that match your records?
[CUSTOMER][NEUTRAL] Yeah, that's the one.
[AGENT][NEUTRAL] All right, go ahead and get that screen pulled up so I can take your payment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] and the parking on the payment as well with customers. Please note that the call will be recorded. Why do you enter?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Invoice 638-6829.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Oh that was.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And would you like a copy of this receipt emailed or just the confirmation number over the phone?
[CUSTOMER][NEUTRAL] Just the confirmation number over the phone.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] And that payment was successful. Can we get that confirmation number for you?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Confirmation number is 052286.
[CUSTOMER][NEUTRAL] 052286 is that right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] He's
[CUSTOMER][POSITIVE] Perfect. Thank you very much. I hope you have a wonderful day, all right? Thank you for your help.
[AGENT][POSITIVE] You too thank you bye.
[CUSTOMER][NEUTRAL] Bye bye.