AccountId: 011433970860
ContactId: 833a9c02-c7f7-428a-8bae-540a93cc6b9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262309 ms
Total Talk Time (AGENT): 86286 ms
Total Talk Time (CUSTOMER): 85221 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/833a9c02-c7f7-428a-8bae-540a93cc6b9e_20250227T20:02_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], it's [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you for asking. I have [PII] with Bill Bill Pay on the line.
[AGENT][NEUTRAL] OK, and what group are they calling to pay on?
[CUSTOMER][NEUTRAL] 20195 for OLA TV.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and you said the name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, you can go and send them over.
[CUSTOMER][NEUTRAL] You need the invoice number or anything?
[AGENT][NEUTRAL] Uh, I can ask him, but if you have it, you can give it to me, that's fine.
[CUSTOMER][NEUTRAL] Yeah, I've got the invoice number 6,379,670.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I believe you said $449.88.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, if you let me get him on the line. Thank you, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Have a wonderful day.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So thank you for your patience. I have [PII] on the line who's going to assist with processing that payment for you. Have a wonderful day.
[CUSTOMER][POSITIVE] It is thank you. Thank you.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Um,
[AGENT][NEUTRAL] Uh, I understand that you would like to make a payment on an invoice for group 20195, and that would be their February invoice ending in 9670 for 44988, is that correct?
[CUSTOMER][NEUTRAL] That is right. And by the way, I have to, uh, to say this. My name is [PII]. I, uh, I am from Bill. I would like to make a payment and if it's OK if I record this call for training and quality purposes.
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][POSITIVE] Thank you. So, uh, for this one.
[AGENT][NEUTRAL] And you said your name is [PII], correct?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] All right. So, I have a Mastercard here, please.
[AGENT][NEUTRAL] OK, give me one second, let me just get the, just getting some information entered in so I can take your payment.
[CUSTOMER][NEUTRAL] Understood.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a group name by any chance?
[CUSTOMER][NEUTRAL] Uh yes, that is Hola TV.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] And it was invoice.
[AGENT][NEUTRAL] 86,379,670.
[AGENT][NEUTRAL] 4 February.
[AGENT][NEUTRAL] All right, I am ready for that card number.
[CUSTOMER][POSITIVE] All right, perfect. Card number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] for the expiration date [PII] security code [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And would you like the copy of this just the email or just the confirmation number?
[CUSTOMER][NEUTRAL] Just the confirmation number will do.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] And that payment was successful.
[AGENT][NEUTRAL] Can I grab the confirmation number for you?
[AGENT][NEUTRAL] Alright, that confirmation number is 243825.
[CUSTOMER][POSITIVE] Alright perfect thank you so much [PII] for this one and hope you have a great day. Take care bye bye.
[AGENT][POSITIVE] You too thank you bye.