AccountId: 011433970860
ContactId: 90bf6a50-0805-4d69-88bc-92000a49ea16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202639 ms
Total Talk Time (AGENT): 47904 ms
Total Talk Time (CUSTOMER): 76602 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/90bf6a50-0805-4d69-88bc-92000a49ea16_20250207T14:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I've got [PII] with [PII] on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group number 25973.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she's paying the invoice number 63865887 for January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And $55. Did I give you a callback number?
[AGENT][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] I'm sorry, her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, let me get all this pulled up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Come on, this.
[AGENT][NEUTRAL] Where's all I.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right, you can send it to me.
[CUSTOMER][POSITIVE] Alright thank you one moment let me get her on the line. Have a great weekend, [PII].
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] [PII], thank you for your patience. I have [PII] on the line she's going to assist you with processing that payment and thank you for calling APL bye bye. Yeah.
[AGENT][POSITIVE] My name is [PII] and like she said, I'll uh be glad to assist you with uh a card payment. I've got everything pulled up, um, and I'm ready for the card number.
[CUSTOMER][NEUTRAL] Oh yeah, I just wanna introduce myself first, [PII]. This is [PII] from the virtual card team, and I'm, I'm calling to make a payment. I just wanna inform you that the call is being recorded for quality and training purposes. Is that OK?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. So card number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Expires [PII].
[CUSTOMER][NEUTRAL] CVVS [PII].
[AGENT][NEUTRAL] Alrighty, that's been processed and the confirmation number has been sent to VC-payments at [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, can I have the confirmation number for the payment?
[AGENT][NEUTRAL] 115,130.
[CUSTOMER][NEUTRAL] 115,130.
[CUSTOMER][POSITIVE] All right, got it thank you so much have a great day bye bye.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a good day as well.