AccountId: 011433970860
ContactId: 9b966859-5533-4b02-bd6a-a79a087dd98a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168740 ms
Total Talk Time (AGENT): 53179 ms
Total Talk Time (CUSTOMER): 53262 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9b966859-5533-4b02-bd6a-a79a087dd98a_20250122T19:29_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], this is [PII] from Bill's virtual card team. I'm calling to make a payment. Is it OK that I record this call for quality and training purposes?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's fine, um, and I can definitely help you with that payment. Uh, can you provide the group information for me, the group number?
[CUSTOMER][POSITIVE] Sweet.
[CUSTOMER][NEUTRAL] Sure, right away, just a moment please, windows suddenly closed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's weird, it took 2 minutes.
[CUSTOMER][NEUTRAL] Hm. All right. I have 12068.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you provide the invoice number and the amount you're wanting to pay?
[CUSTOMER][NEUTRAL] 6,376,490 for $152.65. I'll be paying with a Mastercard and fee.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one second, uh, and no, there, there will be no fee.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one moment and let me just put this information in real quick.
[CUSTOMER][POSITIVE] Please take your time.
[CUSTOMER][NEUTRAL] No
[AGENT][POSITIVE] All right, I'm ready for that card number whenever you're ready.
[CUSTOMER][NEUTRAL] This one starts [PII].
[CUSTOMER][NEUTRAL] [PII] expires [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you need the CVV?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then also the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you for that information. I'm gonna go ahead and process the payment for $152.65 and if you'll give me just a moment, I can give you a confirmation number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Take your time and I'll be more than ready.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I have your confirmation number is 419-422.
[CUSTOMER][POSITIVE] Lovely, thank you so much [PII] I appreciate the help and enjoy the rest of the day.
[AGENT][POSITIVE] No problem, of course, thank you for calling APL and you, you enjoy yours as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.