AccountId: 011433970860
ContactId: 8ef004b6-766d-4ee6-b511-2d8667c0333e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225240 ms
Total Talk Time (AGENT): 84386 ms
Total Talk Time (CUSTOMER): 62142 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/8ef004b6-766d-4ee6-b511-2d8667c0333e_20250130T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Chase Roofing. I wanted to make a payment over the phone.
[CUSTOMER][NEUTRAL] I can give you the group ID number if you need it.
[AGENT][POSITIVE] OK great I can help you with your.
[AGENT][NEUTRAL] Yes, please, sir. What is that?
[CUSTOMER][NEUTRAL] 247-47.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK [PII], can you please give me the invoice number that you want to pay?
[CUSTOMER][POSITIVE] Alright, so I'm gonna be making.
[CUSTOMER][NEUTRAL] Um, a payment on two different invoices.
[CUSTOMER][NEUTRAL] Um, let me look.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so one is, uh, invoice 637-5203.
[CUSTOMER][NEUTRAL] And we're gonna be.
[AGENT][NEUTRAL] OK, and what is the amount you're paying on that one?
[CUSTOMER][NEUTRAL] Is $1,088.67.
[AGENT][NEUTRAL] Thank you, sir. And then what is the second invoice?
[CUSTOMER][NEUTRAL] That one is uh invoice 6377643.
[CUSTOMER][NEUTRAL] And uh paying the same amount on that 1, 1,08867.
[AGENT][POSITIVE] OK, alright, thank you, [PII]. I appreciate you giving me that information. I'm going to transfer you now on over to group billing so that they can take that payment over the phone for you.
[CUSTOMER][POSITIVE] Alright sounds good thank you.
[AGENT][POSITIVE] You're welcome you have a good day and thanks for calling APL, sir.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I've got [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] I've got [PII] on the phone and he is calling with Media relations group 247-47. 0, that's the right group. Let me look.
[CUSTOMER][NEUTRAL] Yes, sir. Ma'am.
[AGENT][NEGATIVE] Let me look. It didn't pull in. I must have typed something wrong.
[AGENT][NEUTRAL] Let me look again.
[AGENT][NEUTRAL] 247-47.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Chase Roofing and contracting, he is calling because he wants to pay 2 invoices. I've got the invoice numbers and the amount that he wants to pay.
[CUSTOMER][NEUTRAL] OK, give me one second while I get this real quick to get that payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, which number you got?
[AGENT][NEUTRAL] 637-520-3.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 637-764-3.
[AGENT][NEUTRAL] Both of them are on the amount of $1,088.67.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I got it. Thank you, ma'am. I'll take them whenever you're ready.
[AGENT][POSITIVE] OK, thank you, bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye