AccountId: 011433970860
ContactId: c6f586ed-ada2-4ad9-9f49-94ce03b49022
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242770 ms
Total Talk Time (AGENT): 63585 ms
Total Talk Time (CUSTOMER): 101646 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/c6f586ed-ada2-4ad9-9f49-94ce03b49022_20250528T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the Bill virtual card team calling to make payments on behalf of our mutual customer. Please note that this call will be recorded for quality and training purposes. Is that OK?
[AGENT][NEUTRAL] Oh, that's fine. And I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII] and my last name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], sure. It's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] And what is your name, please? I, I didn't get it.
[CUSTOMER][POSITIVE] Thank you, Miss [PII] nice to meet you today.
[AGENT][NEUTRAL] OK. And do you have that group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, 259-973.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] N I.
[AGENT][NEUTRAL] OK, and verify the name of the group.
[CUSTOMER][POSITIVE] Yeah, it's uh special, well, American public life, I'm sorry.
[AGENT][NEUTRAL] No, ma'am. The name of the group is, um, payment is for?
[CUSTOMER][NEUTRAL] Special, OK, special education leader fellowship.
[AGENT][NEUTRAL] OK, and do you have the invoice number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh yes, the invoice number is 0006388370.
[AGENT][POSITIVE] Awesome and the amount?
[CUSTOMER][NEUTRAL] $55.88. I have a Visa card to make that payment, Ms. [PII]. Do you guys charge any processing fees to do that?
[AGENT][NEUTRAL] Uh, no, ma'am. And give me one moment, I'm gonna transfer you to our billing department, OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right perfect thank you.
[AGENT][NEUTRAL] Yes, ma'am. Hold on one moment, please.
[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], it's [PII]. Um, I have Ms. [PII] calling to make a payment on an invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What group number is that?
[AGENT][NEUTRAL] Say again.
[CUSTOMER][NEUTRAL] The group number? What number is that?
[AGENT][NEUTRAL] Oh, I'm sorry, 259-973.
[CUSTOMER][NEUTRAL] And by chance did you get an invoice number from her?
[AGENT][NEUTRAL] Say again, I can't hear a squat.
[CUSTOMER][NEUTRAL] Did you get an invoice number from? No, I'm so sorry it's probably me. Did you get an invoice number from her?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I did. It's 638.
[CUSTOMER][NEUTRAL] OK, what's that?
[AGENT][NEUTRAL] 8370.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You just give me one second, I need to log into the site.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh darn.
[CUSTOMER][NEGATIVE] It's been a minute since I've had to log into it and it's making me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Remember.
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] There we go, and did you by chance get a callback number?
[AGENT][NEUTRAL] I didn't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] And [PII], OK, I'm, no worries, I'm ready for whenever you are.
[AGENT][POSITIVE] Awesome thank you ma'am. Have a great one.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][NEUTRAL] Bye.