AccountId: 011433970860
ContactId: c9fae233-9f9a-4511-abff-a26a723a04c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451859 ms
Total Talk Time (AGENT): 171495 ms
Total Talk Time (CUSTOMER): 74049 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/c9fae233-9f9a-4511-abff-a26a723a04c3_20250529T15:00_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] from the virtual car department calling to make a payment on behalf of our mutual customer. And uh please note that this call is recorded for quality and training purposes. Would you like the invoice number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] The invoice number is gonna be 0006387522.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][POSITIVE] OK, [PII], thank you so much. So you're calling on invoice 6387522, is that correct?
[CUSTOMER][NEUTRAL] Yes, that's right. And that is for the amount of $496.42.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] See it, hold on just a moment. I got to get um logged back in.
[AGENT][NEUTRAL] And what's a good call back number just in case?
[AGENT][NEUTRAL] We get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much, and that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you so much and let's see, you're wanting to make a credit card payment.
[AGENT][NEUTRAL] So, let's get logged in here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, just a moment, let me get that invoice pulled up as well.
[AGENT][POSITIVE] And I thank you for your patience. One moment, still.
[AGENT][NEUTRAL] Getting everything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a moment. I do this.
[CUSTOMER][NEUTRAL] So, once you're ready, I can provide you the card number, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get
[AGENT][POSITIVE] I'm still logging in. I'm getting that logged in for you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said [PII].
[AGENT][NEUTRAL] OK, that's on group number [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Again, it's gonna be $496.42. Card number once you're ready.
[AGENT][NEUTRAL] Just one moment, just about there got to enter all that information so.
[AGENT][NEUTRAL] See invoice [PII].
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, and I'm ready for that card number, please.
[CUSTOMER][NEUTRAL] So the card number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me repeat that for you and that's [PII].
[AGENT][NEUTRAL] [PII] and what's the name on that on that card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the expiration date, please?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, [PII] and the code is [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And what was that code?
[CUSTOMER][NEUTRAL] The code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And that zip code, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], so today we're making a payment of 496 42.
[AGENT][NEUTRAL] On invoice number 6387522 with the card ending in [PII].
[AGENT][NEUTRAL] Expiration is [PII], code is [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And one moment and I will get that authorization for you.
[AGENT][NEUTRAL] OK, seeing that authorization is going to be 265-067.
[CUSTOMER][POSITIVE] Thank you for processing the payment. Have a good one and always be safe. Bye now.
[AGENT][NEUTRAL] All right. Is there anything else I can help?