AccountId: 011433970860
ContactId: 938169fd-baa7-4b1b-b95b-e3793c5d2d4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198889 ms
Total Talk Time (AGENT): 76213 ms
Total Talk Time (CUSTOMER): 74621 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/938169fd-baa7-4b1b-b95b-e3793c5d2d4e_20250117T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, [PII], I need to make a payment for the group.
[AGENT][NEUTRAL] OK, yeah, I can take that uh help you with that payment. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Are you the group admin, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the group number?
[CUSTOMER][NEUTRAL] It's 80056.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The Pillar services.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright [PII], do you have the invoice that we're gonna be paying the invoice number? Mhm.
[CUSTOMER][NEUTRAL] Yes, it's 000 63 78464.
[CUSTOMER][NEUTRAL] mm mm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And how much are we going to be paying today?
[CUSTOMER][NEUTRAL] The 65 160.
[AGENT][NEUTRAL] OK thank you alright and [PII], I don't see you as our contact for the group. Let's see, are you able to.
[CUSTOMER][NEUTRAL] You have it under [PII]? Yes, yes, mhm.
[AGENT][NEUTRAL] Yes, um, is that accurate?
[AGENT][NEUTRAL] OK, are you able to verify the address of the business?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Perfect. Alright, I appreciate you verifying that [PII], uh, give me just a moment. I'm gonna put you on a brief hold and I'm gonna transfer you to our billing department and I'll be able to take that payment for you.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] Doing good thank you. I have a group admin on the line uh just needing to make a payment.
[CUSTOMER][NEUTRAL] OK and uh what's her name and the group number?
[AGENT][NEUTRAL] Uh, we're speaking with her name is [PII]. The group number is 80056.
[AGENT][NEUTRAL] It's not who we have as the contact but she was able to verify all of the information.
[CUSTOMER][NEUTRAL] OK. OK. Um.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Sorry, my keyboard is doing something weird. Alright, you can go ahead and send her. No, my keyboard. I was trying to type her name, um, in my keyboard, like the cat kept going on, but whatever. You can send her over.
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] All right thank you have a good weekend.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye.