AccountId: 011433970860
ContactId: 9ff36be8-5cc1-4a80-9370-2dd98025a75d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175220 ms
Total Talk Time (AGENT): 85474 ms
Total Talk Time (CUSTOMER): 129449 ms
Interruptions: 6
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/9ff36be8-5cc1-4a80-9370-2dd98025a75d_20250428T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATM. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey hi.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Diny Foods, and I'm calling to pay my invoice.
[AGENT][POSITIVE] All [PII]. I can help you with that. Let me get the group pulled up. What's the group number?
[CUSTOMER][NEUTRAL] Alright, our group number is 13149.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 131 uh can't tell me my pen just one.
[CUSTOMER][NEGATIVE] So what kind of, I offered them up and ask about more but they all here they got a 0%.
[AGENT][POSITIVE] Alrighty, come on computer.
[CUSTOMER][POSITIVE] Give me a good price.
[CUSTOMER][NEUTRAL] So a blade or free oil.
[AGENT][NEUTRAL] All right, [PII], can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Perfect thank you and what about the contact phone number we should have on file?
[CUSTOMER][NEUTRAL] Um, let's see, I think it's [PII].
[AGENT][NEUTRAL] All right, and is that a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It is and you just ask to speak to [PII] please.
[AGENT][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] All righty, and verify your email address, please.
[CUSTOMER][NEUTRAL] You just
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Perfect thank you [PII]. OK, we're wanting to pay an invoice I'm assuming the May invoice, is that correct?
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, the one I just received, but just, just so you know, if anyone ever calls and wants to pay the bill, feel free to let them you have my permission.
[CUSTOMER][POSITIVE] If a stranger just calls and feels helpful, I don't mind.
[AGENT][POSITIVE] I, I, I wish I could, uh, do some of those for myself.
[AGENT][NEUTRAL] I've got the total, um, 165 37.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'd like to pay that amount.
[AGENT][POSITIVE] Alrighty, let me get it all entered real quick and I'll take that card payment for you.
[CUSTOMER][NEUTRAL] You're gonna have to do that. Yeah, you're gonna have to keep reminding [PII].
[AGENT][NEUTRAL] A a.
[AGENT][NEUTRAL] All righty, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] Alright, it's [PII]. [PII].
[AGENT][NEUTRAL] All right, and the name on the card?
[CUSTOMER][NEUTRAL] I, I was gonna try to move uh.
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Let me finish processing this.
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] I'm down at the bottom of here.
[CUSTOMER][NEUTRAL] Well, I'm, I'm, I level off and goes over a little bit of.
[AGENT][POSITIVE] Alrighty [PII], that's been processed and you'll receive that confirmation number shortly to that email address. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you. I hope you do too bye bye.
[AGENT][POSITIVE] Thank you bye