AccountId: 011433970860
ContactId: 867df157-147f-41ad-bd3a-e7d034edff5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198910 ms
Total Talk Time (AGENT): 55869 ms
Total Talk Time (CUSTOMER): 74492 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/867df157-147f-41ad-bd3a-e7d034edff5e_20250220T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. By the way, good day. My name is [PII], and I'm calling from Avid Exchange on a recorded line. Um, by the way, I would like to make a payment on behalf of Trade Station Technologies Inc. Are you able to help me with this payment?
[AGENT][NEUTRAL] Yeah, I'm sorry you're with [PII]?
[CUSTOMER][NEUTRAL] Um, yeah, I'm calling from Avid Exchange and I'm going to make a payment that would be for behalf of uh Trade Station Technologies.
[AGENT][NEUTRAL] OK, um, can I get a good call back number from you first, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, um, that would be [PII].
[AGENT][NEUTRAL] Thank you, do you have that group number?
[CUSTOMER][NEUTRAL] Yes, yes, I can definitely provide you with this one and also the invoice number, um, the group number here that would be 15156 and the invoice number is 6381292.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and then how much were we going to be uh paying today, [PII]?
[CUSTOMER][NEUTRAL] It would be for amount of $2,134.11.
[AGENT][NEUTRAL] OK, thank you for that [PII] give me just a moment. I'm gonna put you on a brief hold and reach out to our billing department they can take that payment for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][NEUTRAL] Doing alright thanks. I've got someone. Her name is [PII]. She said she's with Avid Exchange, uh, to make a payment for a group.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I've not heard of them, but I kind of treated it like [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just opening up the site to take the payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome. OK. Do you know what group she's paying on?
[AGENT][NEUTRAL] Yeah, it's uh 15156.
[AGENT][NEUTRAL] TradeStation Group.
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] And did she give you an invoice number by chance?
[AGENT][NEUTRAL] Mhm. Yes. Uh 638-1292.
[AGENT][NEUTRAL] And she said they're gonna be paying $2,134.11.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'll take care whenever you're ready.
[AGENT][POSITIVE] All right, thanks, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.