AccountId: 011433970860
ContactId: a166d70e-7e24-44f6-a78a-15d209437f2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232619 ms
Total Talk Time (AGENT): 77874 ms
Total Talk Time (CUSTOMER): 97634 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/a166d70e-7e24-44f6-a78a-15d209437f2c_20250606T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello there [PII]. This is [PII]. I'm calling from the virtual card team and I would like to make a payment on behalf of a mutual customer.
[AGENT][POSITIVE] All right [PII], happy to do that. What is the group number?
[CUSTOMER][NEUTRAL] 21252 and by the way ma'am, this call is being recorded for quality and training purposes.
[AGENT][NEUTRAL] Not a problem, [PII]. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You know the the.
[AGENT][NEUTRAL] And where are you calling from again? I'm sorry.
[CUSTOMER][NEUTRAL] I'm calling from [PII]
[AGENT][POSITIVE] Thank you so much and then just to confirm what is the group name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So sorry ma'am, um, it's Broward Palm Beaches at Saint Lucia Realtors.
[AGENT][NEUTRAL] Thank you. And then do we have the invoice number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it is do you need the leading zeros?
[AGENT][NEUTRAL] Um, no, you can start with the, the 6, I believe it starts with.
[CUSTOMER][NEUTRAL] You're right. It's 6390135.
[AGENT][NEUTRAL] Thank you, [PII]. And then what's the amount we're paying?
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] $5,981.16.
[AGENT][NEUTRAL] Perfect and then uh do you have a good callback number? I'm gonna need to transfer you over to billing just in case something happens on the transfer.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Alright, [PII], thank you so much. Bear with me one moment please. I'll get somebody on the line to take this payment, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer care. I have [PII] on the line with [PII] who needs to make a payment for a group. The group number is gonna be 21252.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you want the amount and the invoice?
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] Invoice number is 6390135.
[AGENT][NEUTRAL] She stated the amount being paid is $5,981.16.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me get the credit card pulled up.
[CUSTOMER][NEUTRAL] [PII], OK, um, you can send them to me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thanks [PII], one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for your patience [PII]. I have [PII] on the line and billing. She's gonna take the call from here, OK?
[CUSTOMER][POSITIVE] Thank you so much for your hold, ma'am. Have a good one.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello there [PII], this is [PII]. I'm calling from Bell Virtual care team and I would like to make a payment on behalf of a mutual customer.
[CUSTOMER][NEUTRAL] Alrighty, let me