AccountId: 011433970860
ContactId: ebd24768-6d93-47d1-a728-e7885406d3cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203199 ms
Total Talk Time (AGENT): 42119 ms
Total Talk Time (CUSTOMER): 98757 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/ebd24768-6d93-47d1-a728-e7885406d3cf_20250606T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is sir in customer care. I have [PII] on the line with [PII] who needs to make a payment for a group. The group number is gonna be 21252.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And did you want the amount and the invoice?
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Invoice number is 6390135.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She stated the amount being paid is $5,981.16.
[AGENT][NEUTRAL] Alright, let me get the credit card pulled up.
[AGENT][NEUTRAL] [PII], OK, um, you can send them to me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, thanks [PII], one moment.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hello there [PII], this is [PII]. I'm calling from Bell Virtual care team and I would like to make a payment on behalf of a mutual customer.
[AGENT][POSITIVE] Alrighty, let me get it all entered real quick and I'll be happy to take that payment.
[CUSTOMER][NEUTRAL] OK, so the group ID number it's 21252.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][POSITIVE] Perfect. It's a one time use credit card. The numbers are [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] Expires on [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII] and just to confirm the amount it's $5,981.16.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yeah you got.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Alrighty [PII], I've got that process and you'll receive that confirmation number um to VC-payments at [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Perfect ma'am, let me check if I may have another payment. One second please.
[AGENT][NEUTRAL] Can I
[CUSTOMER][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Let me verify that.
[CUSTOMER][POSITIVE] Oh thank you so much for your help um today [PII] this is the only one that I have.
[AGENT][POSITIVE] Alrighty well thank you for calling ABL [PII], and you have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye.