AccountId: 011433970860
ContactId: c094896d-53c9-4ad3-883c-c1a995229360
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343799 ms
Total Talk Time (AGENT): 123208 ms
Total Talk Time (CUSTOMER): 113435 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/c094896d-53c9-4ad3-883c-c1a995229360_20250220T20:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling to make a payment on an invoice.
[AGENT][POSITIVE] Miss [PII], we'll be happy to assist you. What is the group number?
[CUSTOMER][NEUTRAL] 262-33
[AGENT][NEUTRAL] Thank you. And what is the group name and mailing address?
[CUSTOMER][NEUTRAL] Think Agency Incorporated [PII].
[AGENT][POSITIVE] All right, thank you. And then finally, what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I did say finally, but I kinda lied. Can you verify your email as well?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Alright, thank you for that. I appreciate that and you are wanting to pay is this for February invoice or?
[CUSTOMER][NEUTRAL] Yeah, yeah, February's invoice.
[AGENT][NEUTRAL] Alright, and do you have that invoice number and amount?
[CUSTOMER][NEUTRAL] Yeah, 0006380706 and it's for 24562.
[AGENT][NEUTRAL] Alright, thank you, Miss [PII], if you'll hold just one moment, let me get a representative that can process that payment for you, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] My pleasure. I hope you have a wonderful afternoon. One moment please, ma'am.
[CUSTOMER][NEUTRAL] You, you too, OK.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello? Anybody there?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I can't hear you got a group that wants to pay their bill. I'll hang up and call the queue again. Thank you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group Billing. How may I help you?
[AGENT][NEUTRAL] Hey, Ma, it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing fine, [PII], thank you for asking how are you?
[AGENT][NEUTRAL] I'm doing good, thank you. Obviously, you weren't the one that answered that. I called a second ago and got somebody and couldn't hear them, so I said I gotta call back because somebody can hear me or I can hear. I've got a group on the line that wants to pay their bill.
[CUSTOMER][NEUTRAL] OK, what's the correct number?
[AGENT][NEUTRAL] [PII] for Think Agency.
[CUSTOMER][NEUTRAL] And who do you have on the phone?
[AGENT][NEUTRAL] [PII] and that's her callback number online, I mean the in system.
[AGENT][NEUTRAL] I've got the group, uh, the invoice number and the amount she wants to pay.
[CUSTOMER][NEUTRAL] OK, so the 407.
[AGENT][NEUTRAL] Mhm. 466.
[AGENT][NEUTRAL] 1483.
[CUSTOMER][NEUTRAL] OK, and she's wanting to pay the February invoice 630 I mean 638-0706.
[AGENT][NEUTRAL] She is
[AGENT][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] All righty. I can help her with that. OK just a moment. Let me get that up.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You can send her on.
[AGENT][POSITIVE] All right. Let me just get her right over to you. You take care, [PII]. Have a good afternoon. Thank you, one moment. Let me get her on the line. I'll give you another second to.
[CUSTOMER][POSITIVE] Thank you. All right. All right.
[CUSTOMER][NEUTRAL] Um, and 2, so she's 22 45 62 is what you.
[AGENT][NEUTRAL] 24562. Yes, ma'am.
[CUSTOMER][POSITIVE] Gotcha. Thank you so much.
[AGENT][POSITIVE] All right, thank you. Let me get her on the line.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Miss [PII], thank you for your patience. I have [PII] in our billing department that's going to assist you with processing that payment, and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thanks you too. Thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hi Miss [PII], this is [PII] in group billing um.
[CUSTOMER][NEUTRAL] [PII] said that you're wanting to make a payment on your um.
[CUSTOMER][NEUTRAL] In February, OK, I can help you with that and a good call back number is [PII].