AccountId: 011433970860
ContactId: bcef6c19-ca3a-4d78-b4d5-c8fcdbf4c01c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285100 ms
Total Talk Time (AGENT): 132228 ms
Total Talk Time (CUSTOMER): 89036 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/bcef6c19-ca3a-4d78-b4d5-c8fcdbf4c01c_20250116T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] from Bill's Virtual card team calling to make a payment. Can I record the call for quality and training purposes.
[AGENT][NEUTRAL] OK, I'm sorry you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm sorry and who did you say that you were with?
[CUSTOMER][NEUTRAL] I'm from [PII]
[AGENT][NEUTRAL] Oh, OK, got you. Alright, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. All right, and what was the group number please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, actually I have two invoices here, but I don't think or I can't determine if this, these two invoices under the same group number. I only have 25973.
[AGENT][NEUTRAL] OK, so that we were making 2 payments for the same group, is that correct?
[CUSTOMER][NEUTRAL] Um, can you please check first if these two invoices are under the same group number before we proceed with the payment?
[AGENT][NEUTRAL] Yeah, give me just a moment. I'm so this was a special education leader fellowship is that the group? OK, OK.
[CUSTOMER][POSITIVE] Mhm. That's correct.
[AGENT][NEUTRAL] Alright, and uh what were the two invoices, please?
[CUSTOMER][NEUTRAL] First one is INV 006,0006373081.
[AGENT][NEUTRAL] 81, OK.
[CUSTOMER][NEUTRAL] For $55.88.
[AGENT][NEUTRAL] 5588, OK.
[CUSTOMER][NEUTRAL] Next 1 0006377972 with the same amount.
[AGENT][NEUTRAL] $55.88.
[CUSTOMER][NEUTRAL] Yes, just 2 invoices.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just to clarify um you weren't sure if both of these invoices were for the same group?
[CUSTOMER][NEUTRAL] Yes, I'm not sure if this is under the same group.
[AGENT][NEUTRAL] OK, is there one that you know is for this group?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is there one of them that you know is for this group?
[CUSTOMER][NEUTRAL] Um, the invoice number ending in 7972.
[AGENT][NEUTRAL] 972, OK, OK.
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] 425973I number.
[AGENT][NEUTRAL] We're just not sure about the 081.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got you. OK, just wanted to make sure we were on the same page. OK, I appreciate all the information, [PII]. Alright, give me just a moment. I'm gonna put you on a brief hold and I'll reach out to our billing department. They'll be able to take the payments for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][POSITIVE] It's good. How are you?
[AGENT][POSITIVE] Doing all right, thank you. I've got a rep with uh [PII] uh to make a payment for a group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group number is 25973.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so she told me she has two invoices that they want to pay on. She's not sure if both of them are for this group. She does have one she knows is for this group. That one is uh 637-7972.
[AGENT][NEUTRAL] They're gonna pay $55.88.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then she's got another invoice number. I'm not sure if that's something that I can look up, uh, where that's from, um, but this invoice number is 6373081, and it's for the same amount $55.88.
[CUSTOMER][NEUTRAL] Yeah it looks like it's the October and December.
[AGENT][NEUTRAL] OK, so they are for the same group. OK, cool.
[CUSTOMER][NEUTRAL] Yeah and you can look at that in GRMAI.
[AGENT][POSITIVE] GR and AI. I'm making a note of that. Thank you for learning all these lion screens.
[AGENT][NEUTRAL] All right, are you ready for her?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right thank you bye.
[CUSTOMER][NEUTRAL] Mhm.