AccountId: 011433970860
ContactId: af35e249-9223-4106-b1b0-f1a82e85648f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158380 ms
Total Talk Time (AGENT): 63330 ms
Total Talk Time (CUSTOMER): 62321 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/af35e249-9223-4106-b1b0-f1a82e85648f_20250501T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you so much, Ms. [PII]. My name is [PII]. I'm calling from Bill Company, Ms. Story, to pay an invoice uh on behalf of mutual customer. The name of this customer is An Storic Center Inc. Company. Miss [PII].
[AGENT][NEUTRAL] Oh, OK. And do you, do you have the, um, group number, ma'am?
[CUSTOMER][NEUTRAL] Uh, well, I have, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 1699516995. sorry, pleasure.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][POSITIVE] You're welcome and thank you and then also what is um.
[AGENT][NEUTRAL] The amount that you're paying today.
[CUSTOMER][NEUTRAL] Yes, I'm gonna pay.
[CUSTOMER][NEUTRAL] $1,838.25. It's the full amount due of the invoice number 6387201.
[AGENT][POSITIVE] OK, thank you very much Ms. [PII]. I'm gonna put you on a quick hold. I'm gonna transfer you on over to billing so they can accept the payment over the telephone from you.
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh thank you so much Miss [PII].
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Is there anything else, Ms. [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] No, it's just, uh, this process thank you so much.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] Here, can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Ms. [PII] with [PII] on the other line.
[AGENT][NEUTRAL] She is calling to pay an invoice for group 16995.
[AGENT][NEUTRAL] She's paying invoice number 6387201.
[AGENT][NEUTRAL] In the amount of $1,838.25.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thanks, [PII]. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Um