AccountId: 011433970860
ContactId: 78492f11-1f72-4aca-b5dd-722acc823363
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239240 ms
Total Talk Time (AGENT): 73952 ms
Total Talk Time (CUSTOMER): 89018 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/78492f11-1f72-4aca-b5dd-722acc823363_20250507T21:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII] from Bill Virtual card department. I was actually calling to make a payment on behalf of our mutual customer and please note that this is being recorded for quality and training purposes, alright.
[AGENT][POSITIVE] Absolutely we could take that payment. Uh, but can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes [PII], so a good call back number is [PII].
[AGENT][NEUTRAL] Thank you, do you have that group number this was for?
[CUSTOMER][NEUTRAL] Yes, I was uh checking on the invoice.
[CUSTOMER][NEUTRAL] 25945.
[AGENT][NEUTRAL] That was 25945?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, 25945, yes, that's right.
[AGENT][NEUTRAL] OK and then what was the group name please?
[CUSTOMER][NEUTRAL] Yeah, um, that is Redcoin one LLC.
[AGENT][NEUTRAL] Perfect um and then what was the invoice number we would be paying?
[CUSTOMER][NEUTRAL] Mm, I'm, I'm sorry, let me double check on that because the invoice is upside down. They uploaded it upside down, so, oh,
[AGENT][NEUTRAL] That's OK. Sure.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I have it I have it right now um.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] It's 00.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 63
[CUSTOMER][NEUTRAL] 85739.
[AGENT][NEUTRAL] Got it thank you. uh, last thing, uh, what is the total amount we will be paying today?
[CUSTOMER][NEUTRAL] Yes, the total amount is $306.28.
[AGENT][POSITIVE] Got it thank you so much for that information [PII]. Give me just a moment. I'm gonna put you on a brief hold and transfer you to our billing department and so they could take this payment for you.
[CUSTOMER][POSITIVE] Sure thank you I appreciate your help.
[AGENT][POSITIVE] All right. Absolutely, thank you. One moment please.
[CUSTOMER][NEGATIVE] Yeah. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing alright thank you. I've just got someone from uh [PII] to make a payment for a group.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] My group number is 25945.
[CUSTOMER][NEUTRAL] Oh duty.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Reset the thing real quick.
[CUSTOMER][NEUTRAL] Redon one.
[AGENT][NEUTRAL] Yes, um, and then I've got that invoice number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is 638-573-9.
[AGENT][NEUTRAL] And they said they'll be paying $306.28.
[CUSTOMER][NEUTRAL] Say that one more time.
[AGENT][NEUTRAL] Uh, the invoice or the amount?
[CUSTOMER][NEUTRAL] Uh, uh, the amount.
[AGENT][NEUTRAL] That was $306.28.
[CUSTOMER][POSITIVE] Alrighty, send them to me.
[AGENT][NEUTRAL] All right, we're speaking with uh her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm.