AccountId: 011433970860
ContactId: ba9f4742-5b9b-4132-a76e-14272f779ef0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280000 ms
Total Talk Time (AGENT): 81503 ms
Total Talk Time (CUSTOMER): 122840 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/ba9f4742-5b9b-4132-a76e-14272f779ef0_20250612T16:13_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the virtual card team calling to make a payment on behalf of our mutual customer. Please note that this call will be recorded for quality and training purposes. I'm calling on behalf of Oyer Family Dentistry, and I can provide you here the group number or the invoice number.
[AGENT][NEUTRAL] May I have the group number to start with, please?
[CUSTOMER][NEUTRAL] Group number is 26591.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What can I get your first name.
[AGENT][NEUTRAL] What was your first name again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the um invoice number?
[CUSTOMER][NEUTRAL] Invoice number is 300 at the beginning 6391187.
[CUSTOMER][NEUTRAL] And the expiration date is [PII].
[AGENT][NEUTRAL] And what is the amount being paid?
[CUSTOMER][NEUTRAL] Um, amount is $151.97. 15197.
[AGENT][NEUTRAL] All right. Thank you, [PII]. I'll get somebody on the line in billing to take this payment. I need to place you on a brief hold, OK?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you doing today?
[CUSTOMER][NEUTRAL] I'm well how about yourself?
[AGENT][NEUTRAL] I'm good, thank you. I have [PII] with [PII] on the line. She needs to make a payment for a group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] What group number is that?
[AGENT][NEUTRAL] 26591 for Oyer Family Dentistry.
[CUSTOMER][NEUTRAL] Just logging in real quick. Oh, if I could learn to spell.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] Oh, no worries.
[CUSTOMER][NEUTRAL] Please tell me I typed that right yay, oh great, gotta send me a code, sorry.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Feels like a Monday.
[AGENT][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] Even though my daughter woke up this morning thinking it was Friday, I was like, I wish, baby.
[AGENT][NEUTRAL] Oh gosh, I know, right?
[CUSTOMER][NEGATIVE] Oh it's still not loading. Come on.
[CUSTOMER][NEGATIVE] She says it's the last day of the week. I said, oh, no, baby, it's not.
[AGENT][NEGATIVE] Be like, don't be playing with my emotions. Come on now.
[CUSTOMER][NEGATIVE] Exactly. I don't know why the screen won't load.
[CUSTOMER][NEUTRAL] Like the still.
[CUSTOMER][NEUTRAL] Let's see what's the invoice number that she's talking about?
[AGENT][NEUTRAL] She gave me invoice number 6391187.
[AGENT][NEUTRAL] And she said the amount is 151.97.
[CUSTOMER][POSITIVE] Oh, it's starting to load yay, OK, it's just a white screen for a second there. I've never seen it take so long.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright, I'm ready for whenever you, oh wait, I guess I don't really need a callback number because it's [PII], but did you get one?
[AGENT][NEUTRAL] Yeah, I did. It's [PII].
[CUSTOMER][POSITIVE] Awesome, OK, I'm ready for.
[AGENT][NEUTRAL] Alright, I'll just let her know I'm transferring her one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for your patience [PII] uh I have billing on the other line they're gonna take the call, OK?
[CUSTOMER][POSITIVE] Thank you and have a good one.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hi, [PII]?
[CUSTOMER][NEUTRAL] [PII] from Bill virtual card team calling to make a payment on behalf of our mutual customer. Please note that.