AccountId: 011433970860
ContactId: c8646b3f-f67a-4240-adc7-95aa88d995dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473040 ms
Total Talk Time (AGENT): 214041 ms
Total Talk Time (CUSTOMER): 69324 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/c8646b3f-f67a-4240-adc7-95aa88d995dc_20250307T16:21_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] and billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Bill virtual card team calling to make a payment. Is it OK to record a call for quality training purposes?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII] from Bill and I have the invoice number.
[AGENT][NEUTRAL] OK, just one moment. Let me get this logged back in.
[AGENT][NEUTRAL] I do apologize.
[AGENT][NEUTRAL] OK. And you said your name is [PII]?
[AGENT][NEUTRAL] From bill.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much. Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you said you were calling to make a payment?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, just one moment. This thing is funny, so.
[AGENT][NEUTRAL] Let me get there.
[AGENT][NEUTRAL] All right, [PII], what is that, um,
[AGENT][NEUTRAL] Invoice number so I can pull it up and see what we have.
[CUSTOMER][NEUTRAL] Invoice number 0006383501.
[AGENT][NEUTRAL] Alright, 638.
[AGENT][NEUTRAL] 3501.
[AGENT][NEUTRAL] With the 3 zeros in front.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I can help you with that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All that pulled up. Let me get all this.
[AGENT][NEUTRAL] Alright, [PII] and what is a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. Thank you, [PII].
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEGATIVE] And that is for [PII] no, no, no, no, that is not.
[AGENT][NEUTRAL] Let me get back over here.
[AGENT][NEUTRAL] That's for
[AGENT][NEUTRAL] Rabin County.
[AGENT][NEUTRAL] Corporation, OK.
[CUSTOMER][NEUTRAL] Yes. Or 1000.
[CUSTOMER][NEUTRAL] Uh, well, for $1,099.79.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Where did it go?
[AGENT][NEUTRAL] Alright, let me see.
[AGENT][NEUTRAL] You said for 1000.
[AGENT][NEUTRAL] $99.79.
[AGENT][NEUTRAL] OK. Let me get all that loaded in and we will get that card number for you shortly. Hold on just a moment.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Alright, well.
[AGENT][NEUTRAL] I can type this this morning. It's been.
[AGENT][NEUTRAL] Early, started early this morning.
[AGENT][NEUTRAL] OK, so that is the March invoice.
[AGENT][NEUTRAL] And we got that.
[AGENT][NEUTRAL] All right, then.
[AGENT][NEUTRAL] I am ready for that card number, please.
[CUSTOMER][NEUTRAL] Yes, for $1,099.79 card number [PII].
[CUSTOMER][NEUTRAL] And the expiry for [PII].
[AGENT][NEUTRAL] OK. Let me repeat that number, so we got that, make sure we got the right thing. So [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And the expiration date you said was for [PII]. And the security code, please?
[CUSTOMER][NEUTRAL] Security code is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with that card, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, so today we're making a payment.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Of $1,099.79.
[AGENT][NEUTRAL] With the card ending in [PII] with the expiration date of [PII].
[AGENT][NEUTRAL] Security code is [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. If you hold on just one moment, we will get that taken care of and I will give you the authorization ID.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I thank you for your patience and one moment, and we got this.
[AGENT][NEUTRAL] Alright, [PII], so that authorization ID is 127,540.
[CUSTOMER][NEUTRAL] I have 127,540.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right perfect thank you so much and have a great day. Sorry?
[AGENT][NEUTRAL] And [PII] is, is there, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's it for now. Thank you.