AccountId: 011433970860
ContactId: b70fc6c6-968d-4bdf-894c-6dc718139480
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185979 ms
Total Talk Time (AGENT): 42573 ms
Total Talk Time (CUSTOMER): 83196 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/b70fc6c6-968d-4bdf-894c-6dc718139480_20250115T19:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] Uh, it's good. How are you?
[CUSTOMER][NEUTRAL] Yeah alright thank you. I've got um [PII] with [PII] needing to make a payment for a group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group number is 26767.
[AGENT][NEUTRAL] 76
[AGENT][NEUTRAL] Hobbs Group
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, the invoice they're paying is 637-8314.
[CUSTOMER][NEUTRAL] And he said they will be paying $663.07.
[AGENT][POSITIVE] Alrighty send them to me.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[AGENT][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Hi, [PII], um, good afternoon.
[CUSTOMER][NEUTRAL] Uh, this is [PII] from Bill Virtual card team calling to make a payment. Is it OK to record this call for quality and training purposes?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] And your name is [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you for confirming and.
[AGENT][NEUTRAL] What was the invoice number you're paying?
[CUSTOMER][NEUTRAL] And uh were you able to get
[CUSTOMER][NEUTRAL] Sure. 637-831-4.
[AGENT][POSITIVE] Alright, let me get it all entered real quick and I'll take that payment for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Card number [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name and, uh, so the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] [PII] like [PII]. C like Charlie payments with an S at [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Alright, that's been processed and that confirmation number will be received shortly. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] OK, I think we're all set.
[CUSTOMER][POSITIVE] [PII], thank you so much for assisting with this payment. Bye for now and take care.
[AGENT][POSITIVE] All right, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you