AccountId: 011433970860
ContactId: e93a2864-ec0d-4014-84e6-ae19330d8151
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218020 ms
Total Talk Time (AGENT): 47876 ms
Total Talk Time (CUSTOMER): 106069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/e93a2864-ec0d-4014-84e6-ae19330d8151_20250507T21:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing alright thank you. I've just got someone from uh [PII] to make a payment for a group.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] My group number is 25945.
[AGENT][NEUTRAL] Duty.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Reset the thing real quick.
[AGENT][NEUTRAL] Redon one.
[CUSTOMER][NEUTRAL] Yes, um, I've got that invoice number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is 638-573-9.
[CUSTOMER][NEUTRAL] And they said they'll be paying $306.28.
[AGENT][NEUTRAL] Say that one more time.
[CUSTOMER][NEUTRAL] Uh, the invoice or the amount?
[AGENT][NEUTRAL] Uh, uh, the amount.
[CUSTOMER][NEUTRAL] That was $306.28.
[AGENT][POSITIVE] Alrighty, send them to me.
[CUSTOMER][NEUTRAL] Alright, we're speaking with uh her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Bill Virtual card department. I was actually calling to make a payment on behalf of our mutual customer. Please note that this is being recorded for quality and as well training purposes, alright.
[AGENT][NEUTRAL] This
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEGATIVE] And I don't know what what I need.
[AGENT][NEUTRAL] Um, I'm entering everything real quick and then I'll be ready for that card number, so just give me one second.
[CUSTOMER][POSITIVE] I appreciate you and take your time.
[AGENT][POSITIVE] All righty. I am ready for that card number.
[CUSTOMER][NEUTRAL] Yes, let me get that card number for you just on my system timed out in the meantime I was on hold but um.
[CUSTOMER][NEUTRAL] Alright, so it's a Visa.
[CUSTOMER][NEUTRAL] And that card number is [PII].
[AGENT][NEUTRAL] The um expiration date?
[CUSTOMER][POSITIVE] Oh I got you.
[CUSTOMER][NEUTRAL] Yeah, the expiration date is [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] Yes, we got the security code as um yeah, the security code is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Le.
[CUSTOMER][POSITIVE] Yeah, that's right.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's the one I say, yeah, that's the one I pay. I also know know about it.
[AGENT][NEUTRAL] Alrighty, that's been processed and the confirmation number has been emailed to [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No that'll be all. I appreciate your help.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Yeah you too bye.