AccountId: 011433970860
ContactId: e1518e99-9bae-44ab-ac9c-38cc703421ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159199 ms
Total Talk Time (AGENT): 54687 ms
Total Talk Time (CUSTOMER): 47857 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/e1518e99-9bae-44ab-ac9c-38cc703421ed_20250527T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] with Thi Agency, and I'm calling to make a payment on an invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that, [PII]. Give me one moment.
[AGENT][NEUTRAL] Do you have your group number?
[CUSTOMER][NEUTRAL] Group number is 26233.
[AGENT][NEUTRAL] And can I get you to verify the address and phone number?
[CUSTOMER][NEUTRAL] Mhm [PII] and the phone number is [PII].
[AGENT][NEUTRAL] And did you say your name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me one moment and I will transfer you to group billing OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Give me one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team at APL. I have [PII] on the line. She wants to pay her invoice on the over the phone.
[CUSTOMER][NEUTRAL] OK, sure, what is the group number?
[AGENT][NEUTRAL] It's 262-33.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've already verified her it's [PII].
[CUSTOMER][NEUTRAL] OK, perfect. um did you happen to get a callback number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect. I've got them pulled up and I can go ahead and help them with that payment.
[AGENT][NEUTRAL] OK, and what's your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII], are you on the line?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, I have [PII] over in group billing and she'll be able to help you make that payment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Great. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] how are you doing?
[CUSTOMER][POSITIVE] Good how are you today?
[CUSTOMER][POSITIVE] Good, I'm doing well thank