AccountId: 011433970860
ContactId: e6216905-dda8-4484-b114-95062dd4fe41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167259 ms
Total Talk Time (AGENT): 42651 ms
Total Talk Time (CUSTOMER): 77261 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e6216905-dda8-4484-b114-95062dd4fe41_20250515T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good good afternoon. This is [PII] from Bill virtual card team calling to make a payment on behalf of our mutual customer. And also please note that this call will be recorded for quality and training purposes. Uh, [PII], I'm paying on behalf of Brabo County Corporation, and I do have here the invoice number whenever you're ready.
[AGENT][NEUTRAL] Um, do you have the group number?
[CUSTOMER][NEUTRAL] Uh, group number, let me just double check it, uh, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 26,740.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII].
[AGENT][NEUTRAL] And the invoice number?
[CUSTOMER][NEUTRAL] Invoice number 6388696.
[AGENT][NEUTRAL] OK, let me get you to our billing department. I'll give this information to them and they'll take that payment. If you can hold on one moment.
[CUSTOMER][POSITIVE] All right, sure, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] on the care team. I've got a third party on the line that would like to make a payment on behalf of a group.
[CUSTOMER][NEUTRAL] OK, what's that group number?
[AGENT][NEUTRAL] Group number 26,740.
[CUSTOMER][NEUTRAL] OK, and did they give me other information like um the invoice number or anything?
[AGENT][NEUTRAL] Yes, invoice number 6388696.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Callbacks the number on the um caller ID or whatever.
[CUSTOMER][POSITIVE] Awesome, let's see. Let me just get logged into the site real quick.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh if I could type.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh yeah, I remember my password this time I had to reset it yesterday.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Alright, and what was the person's name? Did you grab that by chance?
[AGENT][NEUTRAL] Yes, it was [PII], and I'll get her on the line, introduce you and then I'll release her. Is that OK?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, yeah, absolutely, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], I've got [PII] on the line. She's gonna take that payment for you.
[CUSTOMER][POSITIVE] All right, thank you, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII], like you said, this is