AccountId: 011433970860
ContactId: a2cd44ea-c221-4d71-881b-1fb2c39bae49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182960 ms
Total Talk Time (AGENT): 69745 ms
Total Talk Time (CUSTOMER): 52930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a2cd44ea-c221-4d71-881b-1fb2c39bae49_20250115T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. Uh, this is [PII] from Bill Virtual card team calling to make a payment. Is it OK to record this call for quality and training purposes?
[AGENT][NEUTRAL] Yeah, of course. I'm sorry, you said you were uh from [PII]?
[CUSTOMER][NEUTRAL] Yes, from [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you, um, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Got it and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And then did you have the group number for the payment?
[CUSTOMER][NEUTRAL] 267667.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] Is it the Hobbs Group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and which invoice are we gonna be making a payment for?
[CUSTOMER][NEUTRAL] Invoice number 637-8314.
[AGENT][NEUTRAL] Thank you and then uh how much are we paying today?
[CUSTOMER][NEUTRAL] I have your amount due of $663.07.
[AGENT][NEUTRAL] 663-07. Alright, I appreciate all that information, [PII]. I'm gonna put you on a brief hold and I'm gonna transfer you to our billing department they could take that payment for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][POSITIVE] Uh, it's good. How are you?
[AGENT][NEUTRAL] You all right, thank you. I've got um [PII] with [PII] needing to make a payment for a group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Group number is 26767.
[CUSTOMER][NEUTRAL] 76
[CUSTOMER][NEUTRAL] Hobbs Group
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, the invoice they're paying is 637-8314.
[AGENT][NEUTRAL] And he said they will be paying $663.07.
[CUSTOMER][POSITIVE] Alrighty send them to me.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm.