AccountId: 011433970860
ContactId: a1e7aef9-c923-4fbf-85cc-380b446fec46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305320 ms
Total Talk Time (AGENT): 95886 ms
Total Talk Time (CUSTOMER): 127035 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/a1e7aef9-c923-4fbf-85cc-380b446fec46_20250605T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I have um [PII] calling from Avid Exchange to make a payment for a group.
[AGENT][NEUTRAL] Sure, what's the group number?
[CUSTOMER][NEUTRAL] 15156.
[AGENT][NEUTRAL] 15156. OK. And her name is [PII], is that right?
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][POSITIVE] OK. Thank you, ma'am. I'll be glad to help her.
[CUSTOMER][NEUTRAL] OK, uh, do you want the um invoice number?
[AGENT][POSITIVE] Yeah, if you have it, please, that'd be great. We'll get it.
[CUSTOMER][NEUTRAL] Uh, 639, I'm sorry, 6389631.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much. I appreciate it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a great one.
[AGENT][POSITIVE] You're welcome, you too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi. Hi, good morning. Good morning. My name is [PII].
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][POSITIVE] Hi, how are you doing? Good morning.
[CUSTOMER][NEUTRAL] rapid exchange on a recorded line. I would like to make a payment on behalf of Trade Station Technologies.
[AGENT][POSITIVE] OK, sure. I can help you with that, OK.
[CUSTOMER][NEUTRAL] Are you able to assist
[CUSTOMER][NEUTRAL] OK, I have here the invoice number. It's 638.
[CUSTOMER][NEUTRAL] 963 1.
[AGENT][NEUTRAL] Yes, ma'am. And I've got the total amount.
[CUSTOMER][NEUTRAL] And the amount to be confirmed.
[CUSTOMER][NEUTRAL] Yes, the amount to be confirmed it's $1970.86.
[AGENT][NEUTRAL] Yes, ma'am. Will you be paying the full amount today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. Give me one moment and I can help you with that.
[CUSTOMER][NEUTRAL] OK, um, but before we proceed, ma'am, can you spell it for me your name please for my accurate documentation from my end?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, absolutely. My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Come again, ma'am?
[AGENT][NEUTRAL] Yes ma'am. [PII]
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome
[AGENT][NEUTRAL] All right, I'm gonna process for the $1970.86. I can take your card number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but before I just want to make sure that I'll be paying this invoice number 6389631.
[CUSTOMER][NEUTRAL] Uh, for the amount, it's $1970.86.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK. For the card number, it's [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's the 3 digit security code?
[CUSTOMER][NEUTRAL] OK, the three digit code, it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the zip code of the card?
[CUSTOMER][NEUTRAL] The ZIP code, it's [PII].
[AGENT][NEUTRAL] I'm gonna process that, process that payment. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got that payment process. Would you like a, an, a transaction number?
[AGENT][NEUTRAL] For the payment?
[CUSTOMER][NEUTRAL] Yeah, I need the confirmation number, yes.
[AGENT][NEUTRAL] OK, sure, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm getting there for you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, so that confirmation number is going to be
[AGENT][NEUTRAL] It's gonna be 888-178.
[CUSTOMER][NEUTRAL] Confirm the confirmation number. It's 888178. Am I correct?
[AGENT][POSITIVE] Yes, ma'am. You're correct.
[CUSTOMER][POSITIVE] OK, thank you for your assistance, [PII]. Have a great day. Bye bye for now.
[AGENT][POSITIVE] Yes, ma'am. Bye-bye. Thank you.