AccountId: 011433970860
ContactId: 7994aa9d-5ab7-4100-bf77-0e5aba7d3b8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252860 ms
Total Talk Time (AGENT): 74261 ms
Total Talk Time (CUSTOMER): 100023 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/7994aa9d-5ab7-4100-bf77-0e5aba7d3b8b_20250207T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Bill Virtual card. I'm calling to make a payment. Is it OK to record the calls for quality and training purposes?
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh good callback number.
[CUSTOMER][NEUTRAL] Callback number, is that what you mean? Sorry, or account number? OK. [PII].
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the group number?
[CUSTOMER][NEUTRAL] Yeah, Group number 25973.
[AGENT][NEUTRAL] And the group name and address.
[CUSTOMER][NEUTRAL] Your name is for Special Education Leader Fellowship.
[CUSTOMER][NEUTRAL] Uh, and the address is [PII].
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] And that's mhm.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah, uh, that's in.
[CUSTOMER][NEUTRAL] Just double check cause the picture is just to make sure. Yeah, it's in [PII].
[AGENT][POSITIVE] All right, thank you, [PII].
[AGENT][NEUTRAL] And what invoice are you wanting to pay and the and the amount please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, invoice number is 0006380587 for only 7 $55.88.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Thank you and is that for January invoice?
[CUSTOMER][NEUTRAL] Yes. Uh-huh.
[AGENT][NEUTRAL] Thank you. Alright, [PII], if you don't mind, give me just one moment and I will transfer you to a representative can process that payment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, [PII]. One moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], I've got [PII] with [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Group number 25973.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she's paying the invoice number 63865887 for January.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And $55. Did I give you her callback number?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] I'm sorry, her callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty let me get all this pulled up real quick.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Where is all of my stuff.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Alright you can send it to me.
[AGENT][POSITIVE] All right, thank you. One moment, let me get her on the line. Have a great weekend, [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] [PII], thank you for your patience. I have [PII] on the line. She's going to assist you with processing that payment. And thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] My name is [PII] and like you said, I'll uh be glad to assist you with uh a card payment.