AccountId: 011433970860
ContactId: aa2bebf3-9aa4-42f2-a817-392ac33af557
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207300 ms
Total Talk Time (AGENT): 45649 ms
Total Talk Time (CUSTOMER): 74660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/aa2bebf3-9aa4-42f2-a817-392ac33af557_20250417T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. I have a uh.
[CUSTOMER][NEUTRAL] He didn't say [PII] but it's like one of those companies he's trying to make a payment over the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's, uh, let me know when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, it's group number 16995.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're speaking with [PII], and he wants to pay invoice 6386604. He said $2790.24.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] And tell me.
[CUSTOMER][NEUTRAL] Alrighty, hold on one moment.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][POSITIVE] Yeah I'm still here. Thank you so much for holding I have [PII] on the line and she'll be assisting you further, OK? Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Like she said, my name is [PII] and I'll be helping you with this payment today. Let me get it all entered real quick and I'll be glad to take that payment for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][NEUTRAL] And
[AGENT][NEGATIVE] My computer is being slow.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And the total you're paying is $2790.24. Is that correct?
[CUSTOMER][POSITIVE] That's right, yeah, that's right.
[AGENT][POSITIVE] All righty. I'm ready for that card number.
[CUSTOMER][NEUTRAL] Thank you. The card number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] This expiring.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Security [PII].
[AGENT][NEUTRAL] Alrighty, [PII], I've got that process and the confirmation number has been emailed to [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] That's it. Thank you so much and you have a wonderful day.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day as well.
[CUSTOMER][NEUTRAL] You too. Bye-bye.