AccountId: 011433970860
ContactId: d3e0bdbf-69c6-4966-a644-eb5420bbba6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428519 ms
Total Talk Time (AGENT): 153004 ms
Total Talk Time (CUSTOMER): 108226 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/d3e0bdbf-69c6-4966-a644-eb5420bbba6f_20250605T19:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the Bell virtual car team calling to make payments on behalf of our mutual customer. Please note this call will be recorded for quality and training purposes.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, [PII], thank you so much and you said you are, what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, [PII], thank you. And um you said you were calling to make a payment on what group, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's uh for the hops Group PA.
[CUSTOMER][NEUTRAL] 237-028
[AGENT][NEUTRAL] Do you have a group number?
[CUSTOMER][NEUTRAL] Yes, it's 000639.
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] 1287.
[AGENT][NEUTRAL] OK, give me a moment please. I have to log back in.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK. You said that is 463-91287?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, just one moment, we're almost there.
[CUSTOMER][POSITIVE] Mhm, no worries.
[AGENT][NEUTRAL] And what is the amount that is to be paid today?
[CUSTOMER][NEUTRAL] $652.05.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, 65205.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, [PII], I'm ready for that card number, please.
[CUSTOMER][NEUTRAL] Alrighty, it is [PII].
[AGENT][NEUTRAL] OK, I'm gonna repeat that and that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Did I say that wrong?
[CUSTOMER][NEUTRAL] [PII], no, you're you're, you're right, you're.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Wine
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and [PII] is the cardholder, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And the expiration?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the card.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Verification? I mean, uh, code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip
[AGENT][NEUTRAL] For that card?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Alright, [PII], so today we are making a payment of 652-05 for invoice number 6391287, the Hobbs Group.
[CUSTOMER][NEUTRAL] So you you just.
[CUSTOMER][NEUTRAL] again.
[CUSTOMER][NEUTRAL] If you just.
[AGENT][NEUTRAL] With the card ending in [PII]. Expiration date is [PII] with the code of [PII] and the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. And if you'll hold on just one moment, we'll get that um authorization for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and the authorization ID is 932224.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And is there anything else that I can help you with today, [PII]?
[CUSTOMER][NEGATIVE] Uh, no thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] You do too thanks.
[AGENT][POSITIVE] Mm, thank you.