AccountId: 011433970860
ContactId: ae8e2923-43b9-422f-ad0b-2c0d66053f47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204630 ms
Total Talk Time (AGENT): 63629 ms
Total Talk Time (CUSTOMER): 74720 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/ae8e2923-43b9-422f-ad0b-2c0d66053f47_20250327T21:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, my name is [PII] and I'm calling from Bill virtual card department to make a payment. Can you help me with it?
[AGENT][NEUTRAL] You're calling from [PII] to make a payment?
[CUSTOMER][POSITIVE] Mhm. That's right.
[AGENT][NEUTRAL] OK, give me just one moment, please.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] All right. Can I get the group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And also just so you know that this call is being recorded and I have the.
[CUSTOMER][NEUTRAL] Um, OK, let me find that 20195.
[AGENT][NEUTRAL] OK, let me pull this up. And what was your first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And can I get a callback number?
[CUSTOMER][NEUTRAL] Yeah, that's gonna be [PII].
[AGENT][POSITIVE] Thank you. And uh can I get the group name?
[CUSTOMER][NEUTRAL] Uh, yeah, the group name that I show is, uh, it is for, well, it appears in here for Ola Tebe TV.
[AGENT][POSITIVE] Thank you so much the amount being paid.
[CUSTOMER][NEUTRAL] 449 with 88 cents.
[AGENT][NEUTRAL] OK, and the invoice period or invoice number?
[CUSTOMER][NEUTRAL] Mhm, invoice number is 000638.
[CUSTOMER][NEUTRAL] 2254.
[AGENT][POSITIVE] Alright, thank you, [PII]. I'm gonna get somebody on the line and billing and transfer you over just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer care. How are you this evening?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] Hey, good. I have somebody from [PII] on the line. They just need to make a payment for a group.
[CUSTOMER][NEUTRAL] OK, and what group are they calling to make a payment on?
[AGENT][NEUTRAL] Uh, the group number is 20195, should come up as OA TV.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they're calling to pay for March.
[AGENT][NEUTRAL] Mhm, yeah, he gave me an invoice ended in 2254, he said.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and what's his name?
[AGENT][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] [PII], right, you can go ahead and send him over.
[AGENT][NEUTRAL] All right, thanks, [PII], here he comes.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yeah