AccountId: 011433970860
ContactId: ddefcab8-1b8a-47de-bc21-a4ad3937f186
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195880 ms
Total Talk Time (AGENT): 69627 ms
Total Talk Time (CUSTOMER): 75124 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/ddefcab8-1b8a-47de-bc21-a4ad3937f186_20250227T20:01_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Good afternoon. This is [PII] from Bill virtual card team. I would like to make a payment and if it's OK if I record this call for training and quality purposes.
[AGENT][NEUTRAL] [PII] would, that would be fine. And [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is the group number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group number 20195.
[AGENT][NEUTRAL] And the group name and address.
[CUSTOMER][NEUTRAL] This one is on behalf of Hola TV [PII].
[AGENT][NEUTRAL] All right, thank you, and do you have the invoice number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Invoice number is 0006379670.
[AGENT][NEUTRAL] And the bill, uh, the amount you're wanting to pay?
[CUSTOMER][NEUTRAL] $449.88 with a Mastercard please.
[AGENT][NEUTRAL] Alright, thank you. So if you don't mind holding just one moment, let me get a representative that can process that payment for you, OK?
[CUSTOMER][POSITIVE] Oh, I see. Oh, OK, sure. Thank you, [PII].
[AGENT][POSITIVE] All right, thank you. Thank you, one moment.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][POSITIVE] I'm doing good, thank you for asking. I have [PII] with Bill Pay on the line.
[CUSTOMER][NEUTRAL] OK, and what group are they calling to pay on?
[AGENT][NEUTRAL] 20195 for OLA TV.
[CUSTOMER][NEUTRAL] 2015.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and you said the name is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, you can go ahead and send them over.
[AGENT][NEUTRAL] You need the invoice number or anything?
[CUSTOMER][NEUTRAL] Uh, I can ask him, but if you have it, you can give it to me, that's fine.
[AGENT][NEUTRAL] Yeah, I've got the invoice number 6,379,670.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I believe he said $449.88.
[CUSTOMER][NEUTRAL] Yes, that's all we have.
[AGENT][NEUTRAL] All right, if you let me get him on the line. Thank you, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] So, thank you for your patience. I have [PII] on the line who's going to assist with processing that payment for you. Have a wonderful day.
[CUSTOMER][POSITIVE] It is thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department. Um, uh, I understand that you would like to make a payment on an invoice for group 2019.