AccountId: 011433970860
ContactId: 700c3eab-3434-41db-be19-07d31cbe6745
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154190 ms
Total Talk Time (AGENT): 41969 ms
Total Talk Time (CUSTOMER): 52452 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/700c3eab-3434-41db-be19-07d31cbe6745_20250228T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I've got a a group on the line wanting to make a payment.
[AGENT][NEUTRAL] It's the group number?
[CUSTOMER][NEUTRAL] 24349.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have Ida on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she wants to pay on the invoice ending in 2762?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For 4 1559.
[AGENT][NEUTRAL] Alright you can send it to me.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great weekend. One moment.
[CUSTOMER][POSITIVE] I do thank you for your patience. I have [PII] on the line in our billing department that will assist you with processing that payment. Have a great weekend.
[CUSTOMER][POSITIVE] You too thank you. Thank you bye bye.
[AGENT][POSITIVE] Hey Miss [PII], let me get it this all entered and I can take that payment for you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] You have the invoice number and everything, right? You already confirmed with me. She asked me everything, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, I've got it for 4:15 59.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] All right, I can, I'm ready for that card, um, uh, that card number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, that's been processed for [PII] and the confirmation number has been emailed to [PII]. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Um, no, that's all, thank you.
[AGENT][POSITIVE] Alrighty well thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.