AccountId: 011433970860
ContactId: ed56d542-c876-499f-9147-678531eb9f7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246800 ms
Total Talk Time (AGENT): 94697 ms
Total Talk Time (CUSTOMER): 101789 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/ed56d542-c876-499f-9147-678531eb9f7b_20250403T15:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so this is [PII] from Bill Virtual cards. I'm calling to make payments. Please note that this call will be recorded for quality and training purposes. So I am trying to make a payment on an invoice today. Can you help me with that?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I can assist you of getting all the information and then I can get the right person to take that payment, OK, Ms. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, that would be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is an office number, so I might not be answering the call, but you can provide the invoice number and a reference number that I can provide to you in case you need to call back.
[AGENT][NEUTRAL] OK. All right. And um let me have uh the group number.
[CUSTOMER][NEUTRAL] Mhm, that'll be 26767.
[AGENT][NEUTRAL] OK. And what's the invoice number?
[CUSTOMER][NEUTRAL] 0006386099
[AGENT][NEUTRAL] OK, and what's the reference number if I need to call back?
[CUSTOMER][NEUTRAL] That'll be number 2 M as in Mary, C as in Charlie [PII].
[AGENT][NEUTRAL] OK, thank you. OK, bear with me just a second. Let me pull this information.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And how much are you needing to pay?
[CUSTOMER][NEUTRAL] $672.43.
[AGENT][NEUTRAL] OK. And do you know the name of the group?
[CUSTOMER][NEUTRAL] It would be under the Hobbs Group PA.
[AGENT][NEUTRAL] OK. Perfect. OK, so let me get the billing department on the line to check the payment. There is no extra charge. Bear with me just a second. Let me get them on the line for us, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] No. You are on hold.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Thank you for calling APR. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. I have a um somebody from [PII], Ms. [PII] from [PII], trying to make a payment on a group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the group number is 26767.
[AGENT][NEUTRAL] The invoice number is 6386099.
[AGENT][NEUTRAL] Um, the amount.
[AGENT][NEUTRAL] It's 672.43.
[CUSTOMER][POSITIVE] Let me get that pulled up real quick because I'm pretty sure it will log me out. Oh, OK, perfect. You can send them to me.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][POSITIVE] Oh right, here they come. Thank you. Have a good day.
[CUSTOMER][NEUTRAL] Mhm. You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for me, Ms. [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][POSITIVE] Thank you so I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Hey [PII], like she said, um, I'm gonna get you, um, take this payment for you. Let me just get everything entered real quick.
[CUSTOMER][POSITIVE] Thank you [PII].
[CUSTOMER][NEUTRAL] And you.
[CUSTOMER][NEUTRAL] All right, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, that will be [PII].
[CUSTOMER][NEUTRAL] [PII]