AccountId: 011433970860
ContactId: 86686364-ac36-45bb-88f6-574d3f53a225
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270790 ms
Total Talk Time (AGENT): 66872 ms
Total Talk Time (CUSTOMER): 127090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/86686364-ac36-45bb-88f6-574d3f53a225_20250616T22:31_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. I've got um Miss [PII] on the phone. She's with [PII].
[CUSTOMER][NEUTRAL] She is calling to pay on an invoice for group number 26,740.
[AGENT][NEUTRAL] 2674.
[CUSTOMER][NEUTRAL] And the invoice.
[CUSTOMER][NEUTRAL] Yes ma'am, and the invoice number is 6,391,270 and the amount of $1,139.93.
[AGENT][NEUTRAL] OK, thank you. And what's, I'm sorry, could you tell me her name one more time?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][POSITIVE] [PII]. OK. Got it. Thank you.
[CUSTOMER][POSITIVE] Yes, and the number she's calling from is a good callback number. You're so welcome you have a good rest of your night.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] All right. Bye-bye, [PII].
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] from the Bill virtual card team calling to make a payments on behalf of our mutual customer. Please note that this call will be recorded for quality and training purposes. I would like to make a payment for Waterfall Club, and the group number for this is 26,740 for the amount of $1,139.93.
[AGENT][NEUTRAL] Yes, um, and that's on invoice 6,391,270. I have that just getting that information put in now so I can go ahead and take that payment in just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you, may I have your name please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK. Thank you, [PII].
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] Mhm. I don't know why this screen is not coming out.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, 1000.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] $39
[CUSTOMER][NEUTRAL] Yeah, 113993 cents. That's right?
[CUSTOMER][NEUTRAL] Because.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Like.
[AGENT][NEUTRAL] 631,170.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. So we will use Master Master MasterCard [PII].
[CUSTOMER][NEUTRAL] Expiration date, [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] Security code, yeah, [PII].
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] ZIP code is [PII].
[AGENT][NEUTRAL] Alright, and would you like a copy of this receipt emailed or just the confirmation number over the phone?
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Yeah, can I get the confirmation number or the authorization code?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, that payment was successful. Just grabbing that um confirmation number for you.
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, confirmation number is 503-794.
[CUSTOMER][POSITIVE] Thank you, [PII]. One moment, let me go ahead and check if there's still an open invoice aside from this. I'll make it quick, right, so that's the last one. Thank you for your assistance and you have a good day. Bye for now.
[AGENT][POSITIVE] You too. Thank you, [PII].
[CUSTOMER][POSITIVE] Thanks. You're welcome bye bye.