AccountId: 011433970860
ContactId: 8ada0ebe-cad4-4b5a-a470-e5f461d7475f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173479 ms
Total Talk Time (AGENT): 34518 ms
Total Talk Time (CUSTOMER): 76817 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/8ada0ebe-cad4-4b5a-a470-e5f461d7475f_20250212T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from Bill virtual card team to make a payment. The call may be recorded. Is that OK?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] uh invoice number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Invoices all starts with 300 and then 6379737.
[AGENT][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] Group number, uh, one second, let me look for it, it's uh 21035.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] Yeah, that's the amount of 496 42 cents.
[AGENT][NEUTRAL] All right. Let me get it all entered and I can take that card payment.
[CUSTOMER][NEUTRAL] Alright, and just to confirm there are there are no fees to pay with a credit card, right?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, what was your name once again, sorry?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Where is my?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] I was gonna.
[AGENT][NEUTRAL] Alright, I'm ready for that card number.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yeah, let me pull it up. That is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Expiration date?
[CUSTOMER][NEUTRAL] Yeah, that is [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] Hold one second, and that is um [PII].
[AGENT][NEUTRAL] I'm on the computer. Alrighty [PII], that's been processed and the confirmation number's been emailed to [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, actually, thank you very much appreciate it.
[AGENT][POSITIVE] Alright, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you