AccountId: 011433970860
ContactId: c694516c-355a-497c-8543-063d5cb16931
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255550 ms
Total Talk Time (AGENT): 76311 ms
Total Talk Time (CUSTOMER): 75114 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/c694516c-355a-497c-8543-063d5cb16931_20250424T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] with the care team. I've got a it sounds like a third party on the line that just needs to pay an invoice.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, what's that group number?
[CUSTOMER][NEUTRAL] Uh, I didn't get her group number. I'm so sorry. I've got [PII] on the line.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Did she give you a callback number?
[CUSTOMER][NEUTRAL] No, I'm sorry, I didn't get that.
[AGENT][NEUTRAL] Anything else did she get from her? Like invoice number, number, anything like that?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] She she was fixing to get the invoice number, but I, I told her I would transfer sorry about that.
[AGENT][POSITIVE] OK, no worries.
[CUSTOMER][POSITIVE] OK, I'm gonna get her on the line OK?
[AGENT][POSITIVE] All right, thank you much.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], I've got [PII] on the line. She'll be able to help you, OK?
[CUSTOMER][POSITIVE] Yes, all right, thank you so much. Thank you.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. What group number was it you're wanting to pay an invoice on?
[CUSTOMER][NEUTRAL] I'm paying on behalf of Special Education Leader fellowship. I have the invoice number here.
[AGENT][NEUTRAL] Yes, I need the group number.
[CUSTOMER][NEUTRAL] Um, the group number is 25973.
[AGENT][NEUTRAL] 73 and what's that invoice number?
[CUSTOMER][NEUTRAL] The invoice number is 0063857553 for $55. 88 cents.
[AGENT][NEUTRAL] Alright, just give me one moment here.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] I apologize. I'm having a little problem with my system.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] 25973.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, let's see here for $55.88.
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][POSITIVE] All right. I am ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Credit card number is [PII].
[AGENT][NEUTRAL] Expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][NEUTRAL] OK. The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] I know I need to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, that's a charging amount of $55.88. I'll have an authorization number for you as soon as it comes up.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] I don't know why it's doing that. I apologize, one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Just here we are 588.
[AGENT][NEUTRAL] OK, the after.
[AGENT][NEGATIVE] My system is just being so silly today. Uh, the authorization number I have is 088.
[AGENT][NEUTRAL] 628.
[CUSTOMER][POSITIVE] 088628. Thank you so much, [PII], for assisting this payment. You have a great day. Bye-bye.
[AGENT][POSITIVE] But thank you for calling APL. Bye bye.