AccountId: 011433970860
ContactId: d52b72e5-d1b9-49ba-acfb-5af6cc91d84a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294799 ms
Total Talk Time (AGENT): 83089 ms
Total Talk Time (CUSTOMER): 121172 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/d52b72e5-d1b9-49ba-acfb-5af6cc91d84a_20250430T15:36_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi Miss. [PII], this is [PII] from Bill's virtual card team calling to make a payment on behalf of a mutual customer. Please note that this call will be recorded for training and quality purposes.
[AGENT][POSITIVE] Um, sure, I can assist you with um payment, premium payment. You're welcome. May I have a call back?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm. So I do have here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh sorry, go ahead.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the group number?
[CUSTOMER][NEUTRAL] Group number that I have here is 21035.
[AGENT][NEUTRAL] OK, one moment, let me pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name of the group?
[CUSTOMER][NEUTRAL] Can you please confirm that this is for the innovative manufacturing and Design LLC?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have an invoice? Go ahead.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm. So invoice number 6,384906.
[AGENT][NEUTRAL] Do you have a division name?
[CUSTOMER][NEUTRAL] L
[AGENT][NEUTRAL] OK, and how much is the amount?
[CUSTOMER][NEUTRAL] Um, $496.42 496.42.
[AGENT][NEUTRAL] OK, thank you. All right, let me go ahead and get the billing department to take the payment for you, OK, Miss [PII]? One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good. I have a, um, Ross from [PII] trying to make a payment.
[CUSTOMER][NEUTRAL] Alrighty you have the group number?
[AGENT][NEUTRAL] I do. The group number is 21035.
[CUSTOMER][NEUTRAL] And why is my computer being slow?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1035.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the invoice number is 600384906.
[CUSTOMER][NEGATIVE] Alright, hang on one second, you were breaking up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry. I know they keep saying that.
[CUSTOMER][NEUTRAL] 638-49006
[AGENT][NEUTRAL] 6003849006. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The amount is 496.42.
[CUSTOMER][NEUTRAL] 42. Alrighty, you can send them to me.
[AGENT][POSITIVE] Really? OK, thank you. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for me, Miss [PII]. I got Ms. [PII] on the line. She's gonna assist you from the with the payment, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Like she said, my name is [PII] and let me get everything entered real quick and then I can take that payment for you.
[CUSTOMER][NEUTRAL] Thank you. Um, hi, Ms. [PII]. This is [PII] from Bill's virtual card team calling to make a payment on behalf of a mutual customer. Please note that this call will be recorded for training and quality purposes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm on computer.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Alrighty, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Um, card number that I have here for $496.42 [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What was the last 4? Spiers? 0, [PII].
[CUSTOMER][NEUTRAL] Alright, let me read that back out to you real quick, uh, [PII].