AccountId: 011433970860
ContactId: e345f1ca-81d9-4ef5-af94-5d92a9bfd722
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294790 ms
Total Talk Time (AGENT): 102511 ms
Total Talk Time (CUSTOMER): 133663 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/e345f1ca-81d9-4ef5-af94-5d92a9bfd722_20250623T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have Ada calling to make a payment for a group.
[AGENT][NEUTRAL] Sure, it's a
[CUSTOMER][NEUTRAL] 21035.
[AGENT][NEUTRAL] All right, and this is Ada.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, excuse me, thank you. Do you need the invoice number?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh, if you have it, let me get it pulled up. I'm sorry, it's on the wrong thing.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Come on, [PII].
[AGENT][POSITIVE] Yes, ma'am, please give me that invoice number. I'm ready.
[CUSTOMER][NEUTRAL] It's 639-0113.
[AGENT][POSITIVE] Thank you so much. You can send her to me.
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a great one.
[AGENT][NEUTRAL] You're
[AGENT][NEUTRAL] Ms [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yes, ma'am. This is, yes, ma'am. This is [PII] in the billing department. How are you doing today?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Uh, [PII]. Hi, [PII]. Yes, um, I'm good, thank you for asking.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] You're welcome. You need to make a change.
[CUSTOMER][NEUTRAL] Yes, and again, um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, uh, again, this is [PII] from Bill Virtual card team, and I'm calling to make a payment on behalf of our mutual customer. And also please take note that this call will be recorded for training and quality purposes, OK?
[AGENT][POSITIVE] Yes please
[AGENT][NEUTRAL] Yes, ma'am. Thank you. And I see that you're paying on invoice number 6390113 in the amount of 49642. Is that correct?
[CUSTOMER][POSITIVE] Yes. Yes, absolutely. That's correct. Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Let's give me just a moment and I will get that card information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, no problem. Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, ma'am. Thank you for your patience. I'm ready for your card number.
[CUSTOMER][NEUTRAL] Uh yes, yes, of course. OK. So, uh for the card number, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The expiration, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the three-digit security code, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the zip code for the card?
[CUSTOMER][NEUTRAL] And um [PII].
[CUSTOMER][POSITIVE] Uh, I'm so sorry.
[AGENT][NEUTRAL] No, go ahead. What were you asking me?
[CUSTOMER][NEUTRAL] Uh yes. Uh, before we proceed with the payment, um, just like to confirm first if we are paying for the right, um, customer, uh, it's innovative.
[CUSTOMER][NEUTRAL] Manufacturing and Design LLC.
[AGENT][NEUTRAL] In a very manufacturing.
[AGENT][NEUTRAL] Yes, ma'am, we are. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. All right. All right. Perfect.
[AGENT][NEUTRAL] What is the zip code related to the card? Can I get that for you, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Yes, of course. It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna process that payment for the [PII], OK?
[CUSTOMER][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] You're welcome, and I've got that done. Would you like an ID number for the transaction?
[CUSTOMER][POSITIVE] Oh yes, of course. Thank you so much, [PII]. Um, would it be possible if I could uh get confirmation? Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Absolutely, yeah. I'm pulling it up right now. Yes, ma'am. Give me one moment. OK, let me know when you're ready and I'll give you that number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Yes, yes, I'm ready. Thank you.
[AGENT][NEUTRAL] OK, you're welcome. It's gonna be 466359.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Got it, [PII]. But then again, just to confirm if I heard it right, it's 4 I'm sorry, 466359, correct?
[AGENT][NEUTRAL] That's the transaction.
[AGENT][POSITIVE] Yes, ma'am. That is correct. Yes, ma'am, it sure is.
[CUSTOMER][POSITIVE] OK, thank, thank you so much. Let me check it here on my end if it did go through, and yes, it did go through. Well then again, thank you, thank you so much again, [PII], for your assistance on this payment. Have a good one. Bye bye.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] You too. Thank you so much. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome. OK, then.
[AGENT][NEUTRAL] Bye bye.