AccountId: 011433970860
ContactId: e969f507-82e2-49c1-9aa5-6e6e8cc6ac95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273399 ms
Total Talk Time (AGENT): 115029 ms
Total Talk Time (CUSTOMER): 85461 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/e969f507-82e2-49c1-9aa5-6e6e8cc6ac95_20250110T15:37_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Bill's virtual card team calling to make a payment. Is it OK if I record the call for quality and training purposes?
[AGENT][POSITIVE] Perfect. Thank you for letting me know, Ms. [PII], and I can help get you started as far as getting that payment going. Do you have the group number you're calling for?
[CUSTOMER][NEUTRAL] Yes, group number 26,740.
[AGENT][POSITIVE] Perfect and [PII], do you mind if I also get a just a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, and give me one second to find this group, and are you calling from the group yourself or are you calling from a third party to help process payments?
[CUSTOMER][NEUTRAL] On behalf of a third party.
[AGENT][POSITIVE] A third party, OK. Give me just one second, um, and I'll get you going, my friend.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, if you could verify for me the name of the group, please?
[CUSTOMER][NEUTRAL] This is on behalf of Rabun or Rabun County Corporation.
[AGENT][POSITIVE] Wonderful. And then what is the invoice period and the amount being paid?
[CUSTOMER][NEUTRAL] Invoice 63783.
[CUSTOMER][NEUTRAL] 02
[AGENT][NEUTRAL] You said 637-8302?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] [PII]. Thank you so much and then the amount to pay?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The amount should be $1,208.32.
[AGENT][NEUTRAL] Perfect. Thank you so much, Ms. [PII], for verifying that information for me. I am going to put you on a brief hold and I'm going to get you on the line with a member of our billing department. They shouldn't need to re-verify any information, OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][POSITIVE] Hey, I'm doing great. Thank you so much for asking. I've got a lady on the line, she's calling to um make a payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the group number and her name?
[AGENT][NEUTRAL] OK, her name is [PII]. The group number is 26,740.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] And she's calling on behalf of a third party, so.
[CUSTOMER][NEUTRAL] Oh, like [PII].
[AGENT][POSITIVE] Yeah, yeah, and I got like the the invoice number period and amount for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me one second. I'm just getting closer pulled up a second.
[AGENT][POSITIVE] You, take your time. I'm here all day, girl.
[CUSTOMER][NEUTRAL] And it's Friday. I think I think it's Friday. I think it make it Friday, it was it Thursday.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Oh, verification thing.
[CUSTOMER][NEUTRAL] OK, I have the invoice pulled up. Is it the one that ends in 8302?
[AGENT][NEUTRAL] Yes, it is for $1,208.32.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, yeah, I got it you can go ahead and send her over.
[AGENT][POSITIVE] OK perfect thank you so much and I'll introduce you, Miss [PII] when we join. is that OK?
[CUSTOMER][POSITIVE] Yeah, that's perfect, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you.
[AGENT][NEUTRAL] Hi Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yes, is this [PII]?
[AGENT][POSITIVE] Yes it is. I have Miss [PII] on the line um she's going to take over the call and she'll be able to help you process payments, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Oh nice.