AccountId: 011433970860
ContactId: c732943a-6d39-497e-9f2f-c99a0b1b3c7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460920 ms
Total Talk Time (AGENT): 158621 ms
Total Talk Time (CUSTOMER): 137395 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/c732943a-6d39-497e-9f2f-c99a0b1b3c7e_20250617T17:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Molet billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from the Bill virtual card team, and I'm calling to make a payment, uh, on behalf of our mutual customer. And please know that the call will be, uh, sorry, recorded for quality and training purposes, and, um, I have an invoice number or group number here if you need it first.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see, I got to log back in. I do apologize.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] And what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK. [PII], and what is a good callback number just in case?
[CUSTOMER][NEUTRAL] Mhm. It's uh [PII].
[AGENT][NEUTRAL] And you're calling to make a payment on a group, what's that group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yup, it's uh 16995.
[AGENT][POSITIVE] 16995. Thank you so much. Let's see.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the name of that group?
[CUSTOMER][NEUTRAL] This is under an historic Center.
[AGENT][POSITIVE] OK. Thank you so much. And [PII], um, how much are you wanting to
[CUSTOMER][NEUTRAL] To pay. Uh this is for $1,838.25.
[AGENT][NEUTRAL] OK, let me get all this information in.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Alright. $1,838.25.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's 416195.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And that is for.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What's that invoice number?
[CUSTOMER][NEUTRAL] OK, invoice number is 000.
[CUSTOMER][NEUTRAL] 638-97999.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] 638-97999.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, girly, I am ready for that card number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me just uh refresh it. It's a one-time pay for a Mastercard, that's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the expiration date is.
[AGENT][NEUTRAL] OK. I'm on.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] I'm sorry. It's [PII].
[AGENT][NEUTRAL] OK. And um I'm gonna repeat that number again. I mean, just to make sure I got the right thing. So that's gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII] is the name on the card?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK. And that was [PII]. And the code?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK, girly. And what is the zip code, please?
[CUSTOMER][NEUTRAL] That's uh [PII].
[AGENT][NEUTRAL] OK, girly. So today we're making a payment of $1,838.25 with the card ending in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And expiration is [PII] or [PII]. And the code is [PII], and the zip code is [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] All right. If you'll hold on just one moment, we will get that, um.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Authorization for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome and thank you for your patience, girly.
[CUSTOMER][POSITIVE] Take your time. That's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, currently that authorization ID is 714372.
[CUSTOMER][NEUTRAL] 714372. Alright, let me just check first if everything has been updated here since I got you on the line also uh just to make sure.
[CUSTOMER][POSITIVE] And uh yeah, we're good to go on this one. Thank you for your assistance and have a great day ahead. Thank you. Bye bye.
[AGENT][POSITIVE] You as well and thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] Bye