AccountId: 011433970860
ContactId: 87b6b361-06c5-4779-a688-d9e1c4bceafb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191630 ms
Total Talk Time (AGENT): 74670 ms
Total Talk Time (CUSTOMER): 87420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/87b6b361-06c5-4779-a688-d9e1c4bceafb_20250228T16:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from the virtual card team calling to make a payment. Is it OK if I record this call for training and quality purposes?
[AGENT][NEUTRAL] Uh, that's fine. And Ms. [PII], do you have the group number?
[CUSTOMER][NEUTRAL] Uh yes, I do have here and actually I have here two invoices so uh uh could, could we make um one of those two payments on one transaction since we're using one card.
[AGENT][NEUTRAL] Uh, but
[AGENT][NEUTRAL] Uh, well, the, um, billing rep can verify that with you. What's that group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mm, OK, yes, of course. So the group number is 26727.
[AGENT][NEUTRAL] 267667
[CUSTOMER][NEUTRAL] 26727.
[AGENT][POSITIVE] 27. Thank you. And the name of the group?
[CUSTOMER][POSITIVE] Mhm. No problem.
[CUSTOMER][NEUTRAL] Uh yes. The name that I was uh trying to pay for on behalf of Model Restaurant Group.
[AGENT][NEUTRAL] OK, and what are the both of the invoice numbers and the amounts, please?
[CUSTOMER][NEUTRAL] Uh, yes, of course. So for the invoice, um, for the first invoice it's 637-8290 and the amount that I was trying to pay for for this one is $615.49 dollars.
[AGENT][NEUTRAL] OK. And the next one?
[CUSTOMER][NEUTRAL] OK. The next one, invoice number is 6380911. And the amount on this one is $887.50.
[AGENT][NEUTRAL] OK, give me one moment, I say I'm gonna transfer you to a representative, OK?
[CUSTOMER][POSITIVE] Yes, OK, no problem. Thank you so much, [PII].
[AGENT][POSITIVE] Alright, you're welcome. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], I have Ada with [PII] wanting to make a payment on 2 invoices.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, group number 26727.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you want the invoice numbers and the amounts or you want to get that from her? OK. Uh, invoice number 6,378,290.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the amount of 61529.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the other is 36, I'm sorry, 638-0911.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the amount of $887.50.
[AGENT][NEUTRAL] And she just wanted to know if she can pay both of them with one card.
[CUSTOMER][NEUTRAL] Um, yeah, as long as it's with the angle, yeah.
[AGENT][POSITIVE] Awesome. Alright, let me know when you're ready.
[CUSTOMER][NEUTRAL] You can send it to me.
[AGENT][POSITIVE] OK, thank you, ma'am. Have a great one.
[CUSTOMER][NEUTRAL] You too.