AccountId: 011433970860
ContactId: ba0ccc4a-e3aa-4de5-80d8-dda06cf3bcf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158449 ms
Total Talk Time (AGENT): 60010 ms
Total Talk Time (CUSTOMER): 48372 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/ba0ccc4a-e3aa-4de5-80d8-dda06cf3bcf0_20250306T15:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] [PII] from Bill's virtual card team calling to make a payment. Is it OK that I record this call for quality and training purposes?
[AGENT][NEUTRAL] Uh, yes, ma'am. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, and your name, sorry, I didn't catch that.
[AGENT][NEUTRAL] Oh, I'm sorry, it's [PII], last initial [PII], and Miss [PII], you said you wanted to make a payment for a group?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, and what is that group number, please?
[CUSTOMER][NEUTRAL] It's gonna be 26767.
[AGENT][POSITIVE] OK, thank you so much and verify the group name?
[CUSTOMER][NEUTRAL] That's gonna be for the Hobbs Group PA.
[AGENT][NEUTRAL] OK, thank you. And what invoice?
[CUSTOMER][NEUTRAL] Invoice 000638.
[CUSTOMER][NEUTRAL] 351 9.
[AGENT][NEUTRAL] OK, and then what amount?
[CUSTOMER][NEUTRAL] Amounting of $672.43.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number, Ms. [PII], in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Give me one moment, I'm gonna transfer you to a representative, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], um, I have [PII] on the phone with [PII] want to make a payment on an invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, group number 26767.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have the um invoice number when you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 638-351-9.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the amount of $672.43.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] All right. Thank you, [PII]. Have a great one.
[CUSTOMER][POSITIVE] You're welcome, you too.