AccountId: 011433970860
ContactId: 7448eadb-f8df-406e-922f-43d590477193
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251000 ms
Total Talk Time (AGENT): 74697 ms
Total Talk Time (CUSTOMER): 127921 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/7448eadb-f8df-406e-922f-43d590477193_20250605T16:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], and I'm calling from Avid Exchange on a recorded line. I would like to make a payment on behalf of TradeStation Technologies Incorporation. Are you able to assist?
[AGENT][NEUTRAL] Uh, I'll have to transfer you to a group billing, but, um, you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that group number, please?
[CUSTOMER][NEUTRAL] I have here invoice number and.
[AGENT][NEUTRAL] No, no, what is the group number?
[CUSTOMER][POSITIVE] I'm so sorry. Wait for a second.
[CUSTOMER][NEUTRAL] Oh, here it's 15156.
[AGENT][NEUTRAL] 56. OK, thank you, ma'am. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the name of the group?
[CUSTOMER][NEUTRAL] TradeStation Technologies Incorporation.
[AGENT][NEUTRAL] OK, and what was that invoice number?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The invoice number it's 638.
[CUSTOMER][NEUTRAL] 963 1.
[AGENT][NEUTRAL] And the amount
[CUSTOMER][NEUTRAL] to be confirmed, I'll be paying this invoice number 6389631, and for the amount confirmation it's $1970.86.
[AGENT][NEUTRAL] OK, thank you and Ms. [PII], you say you're calling from [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm calling from Avid Exchange.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, give me one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, um, before.
[CUSTOMER][NEUTRAL] Yes, I have, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, ma'am, but before we proceed, can you spell out for me your name, please, for my accurate documentation from my end?
[AGENT][NEUTRAL] Sure, it's [PII], and give me one moment and transfer you to a representative, OK?
[CUSTOMER][NEUTRAL] Oh wait for a second it's [PII].
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's, it's [PII]. OK, thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes ma'am. Hold on one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. I have um [PII] calling from Abbott Exchange to make a payment for a group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, what's the correct number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK and her name is [PII], is that right?
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am. I'll be glad to help her.
[AGENT][NEUTRAL] OK, uh, do you want the um invoice number?
[CUSTOMER][POSITIVE] Yeah, if you have it, please, that'd be great. What is it?
[AGENT][NEUTRAL] Uh, 639, I'm sorry, 6389631.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you, ma'am. Have a great one.
[CUSTOMER][POSITIVE] You're welcome. You too.
[AGENT][NEUTRAL] Bye.