AccountId: 011433970860
ContactId: 8bd0ccd7-71bf-4477-a454-d6b26d16d940
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223699 ms
Total Talk Time (AGENT): 54406 ms
Total Talk Time (CUSTOMER): 107910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/8bd0ccd7-71bf-4477-a454-d6b26d16d940_20250116T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] It's good. How are you?
[CUSTOMER][POSITIVE] Doing alright, thank you. I've got a rep with uh [PII] uh to make a payment for a group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group number is 25973.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she told me she has two invoices that they want to pay on. She's not sure if both of them are for this group. She does have one she knows it for this group. That one is uh 637-7972.
[CUSTOMER][NEUTRAL] They're gonna pay $55.88.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then she's got another invoice number. I'm not sure if that's something that I can look up, uh, where that's from, um, but this invoice number is 6373081 and it's for the same amount $55.88.
[AGENT][NEUTRAL] Yeah, it looks like it's the October and December.
[CUSTOMER][NEUTRAL] OK, so they are for the same group. OK, cool.
[AGENT][NEUTRAL] Yeah and you can look at that in GRMAI.
[CUSTOMER][POSITIVE] GR and AI. I'm making a note of that. Thank you for learning all these lion screens.
[CUSTOMER][NEUTRAL] All right, are you ready for her?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, thank you, bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII] from Bill's Virtual card team calling to make a payment. Can I record the call for quality and training purposes?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][POSITIVE] Thank you so much. So, actually, Mr. [PII], I have 2 invoices here. Can you process the payment in one slide?
[AGENT][POSITIVE] Alright, let me get it all entered real quick and I can take that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You have a total of
[AGENT][NEUTRAL] $111.76.
[CUSTOMER][NEUTRAL] Yes, 11.76.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Car number for $111.76. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Expiration date?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] CVV code [PII].
[AGENT][NEUTRAL] Alrighty, that's been processed and confirmation number has been emailed to [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Do you have any confirmation number, transaction ID approval code?
[AGENT][NEUTRAL] It was emailed to the [PII].
[CUSTOMER][NEUTRAL] OK, so the confirmation over the phone, just an email.
[AGENT][NEUTRAL] Uh, I can give you [PII], but it's also in that same email.
[CUSTOMER][NEUTRAL] I'm sorry, it's 260757.
[AGENT][NEUTRAL] 577.
[CUSTOMER][POSITIVE] 4577. Thank you so much, Ms. [PII], for assisting me with the payment. Have a good one.
[AGENT][POSITIVE] Thank you you too and thank you for calling APL.