AccountId: 011433970860
ContactId: afd811c7-9bb5-42ca-bac3-f0d0210b1f64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218100 ms
Total Talk Time (AGENT): 68179 ms
Total Talk Time (CUSTOMER): 67365 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/afd811c7-9bb5-42ca-bac3-f0d0210b1f64_20250221T15:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may 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, it would be fine, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Thank you. It is [PII].
[AGENT][NEUTRAL] Thank you, and [PII], you're calling to make a payment. What is the invoice number please?
[CUSTOMER][NEUTRAL] It is 0006379037.
[AGENT][NEUTRAL] And the amount, please?
[CUSTOMER][NEUTRAL] $128.15.
[AGENT][NEUTRAL] Thank you and what is the group number and name?
[CUSTOMER][NEUTRAL] Um, it is 12068 and it is on behalf of the Louis Beula Heights Bible University.
[AGENT][NEUTRAL] And their mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. [PII], if you don't mind holding just one moment, let me get a representative to assist you with that uh payment process, OK?
[CUSTOMER][POSITIVE] Yeah, it's OK, thank you.
[AGENT][POSITIVE] Thank you [PII], one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], I have [PII] with Bill Pay on the line.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] It's for group number 12068.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is for invoice.
[AGENT][NEUTRAL] Ending in 9037.
[AGENT][NEUTRAL] And it is for $128.45.
[AGENT][NEUTRAL] And do you need your callback number?
[CUSTOMER][NEUTRAL] No, it's fine you can send it to me.
[AGENT][POSITIVE] Alright thank you let me get her on the line. I hope you have a wonderful weekend. One moment.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] [PII], thank you for your patience. I have [PII] on the line. She's going to assist you with that, uh, processing of your payment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] She said my name is [PII]. Let me get all this entered real quick and I can take that credit card payment for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][POSITIVE] Thanks, and there is
[AGENT][NEUTRAL] OK.