AccountId: 011433970860
ContactId: 8fb71277-9739-4cdd-bbaa-d3ed00b99117
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180960 ms
Total Talk Time (AGENT): 60668 ms
Total Talk Time (CUSTOMER): 52396 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/8fb71277-9739-4cdd-bbaa-d3ed00b99117_20250421T16:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I just need to pay our invoice please with the credit card.
[AGENT][NEUTRAL] OK, um, do you have your group number?
[CUSTOMER][NEUTRAL] I do. It is 26483.
[CUSTOMER][NEUTRAL] It's for $134.38.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, do you have the invoice number?
[CUSTOMER][NEUTRAL] Yes I do. It is 638-5945.
[AGENT][NEUTRAL] OK, you said 134 was the amount?
[CUSTOMER][NEUTRAL] It's 134 38.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, let me transfer you over to our billing department, um, and then I'll give them this information and then they can take that payment.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] [PII], this is [PII] in the care team. I've got a group on the line that would like to pay their credit card or their invoice with their credit card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Got the group number and invoice number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, both of them.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 26483 is the group.
[AGENT][NEUTRAL] And then invoice is 6385945.
[AGENT][NEUTRAL] So it should be for 13438.
[CUSTOMER][NEUTRAL] B B B B P M.
[AGENT][NEUTRAL] Yes, and I've got [PII] on the line. I didn't get, yeah, sorry, I didn't get her number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright you can send it to me.
[AGENT][NEUTRAL] OK, let me get her on the line and tell her I'm transferring.
[AGENT][NEUTRAL] OK, [PII], I've got, uh, did you say [PII]? I'm so sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], no my name's [PII].
[AGENT][POSITIVE] OK, I've got billing on the line and they're gonna take your payment, OK? Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you mhm.
[CUSTOMER][POSITIVE] Like she said my name is [PII] and I'll be glad to help you with this um credit card payment. Let me get it all pulled up and entered real quick and.