AccountId: 011433970860
ContactId: a4c7f097-9620-47a5-9585-fe4153e38921
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303920 ms
Total Talk Time (AGENT): 147269 ms
Total Talk Time (CUSTOMER): 92483 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/a4c7f097-9620-47a5-9585-fe4153e38921_20250124T14:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from virtual card team calling to make a payment. Is it OK if I record this call?
[AGENT][NEUTRAL] Yes, you're wanting to make a payment for a group, is that correct?
[CUSTOMER][POSITIVE] It is correct, thank you.
[AGENT][POSITIVE] OK. Yes, ma'am. So I can partially help you. And what was your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], you said that you're with [PII], is that correct?
[CUSTOMER][POSITIVE] It is correct.
[AGENT][NEUTRAL] OK, thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And the group number you're calling on behalf of?
[CUSTOMER][NEUTRAL] It is group number 20195.
[AGENT][NEUTRAL] OK, thank you, [PII]. Give me a moment to get the group's information pulled up and I will need to get a few pieces of information from you, so just one moment please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so first off what is the name of the group?
[CUSTOMER][NEUTRAL] It is Olateve.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And what is the invoice number?
[CUSTOMER][NEUTRAL] Um, I have 2 invoices that will be paid with different credit cards. Um, the first invoice.
[AGENT][NEUTRAL] OK, so what is
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the first invoice is 6372074.
[AGENT][NEUTRAL] Did you say 631-2074?
[CUSTOMER][NEUTRAL] 637-2074.
[AGENT][NEUTRAL] Thank you and the amount you'll be paying on that invoice?
[CUSTOMER][NEUTRAL] It is $4449.88 please.
[AGENT][NEUTRAL] OK, thank you. And what is the next invoice number?
[CUSTOMER][NEUTRAL] It is 0006377092 and it is for the same amount, 449 and 88.
[AGENT][NEUTRAL] OK, thank you. So what I will need to do is to now get you connected um Juliet with someone who can process those payments for you. So before I transfer you, is there anything else I could help you with this morning?
[CUSTOMER][POSITIVE] That will be it thank you very much.
[AGENT][POSITIVE] Yes, ma'am. You're certainly very welcome and thank you again for calling APL. I hope you have a very nice weekend.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Yes, ma'am. And so please remain on the line while I get you connected, OK?
[CUSTOMER][POSITIVE] Mhm yes thank you.
[AGENT][POSITIVE] Uh, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Hi [PII], I'm good how are you?
[AGENT][POSITIVE] I'm good, thank you. So I have uh Juliet with Bill on the line to pay two invoices for a group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group number is 20195 OA TV.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the first invoice, she's OK, so she's gonna pay two invoices and she said it will be with 2 different credit cards that she's going to be paying me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the first invoice is 6372074.
[AGENT][NEUTRAL] And the amount is 449.88.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The second invoice number is 6377092.
[AGENT][NEUTRAL] And it will be for the same amount.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and she gave me a call back number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][POSITIVE] OK. Well, are you ready for Juliet? All right. Thank you so much, [PII] and have a great weekend.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] Thank you. You too, [PII].
[AGENT][POSITIVE] Alright, thank you so much. So just a moment, please. OK, bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.