AccountId: 011433970860
ContactId: f262f09f-1c17-4cb1-a003-cc31084a1a1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167559 ms
Total Talk Time (AGENT): 31899 ms
Total Talk Time (CUSTOMER): 43984 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/f262f09f-1c17-4cb1-a003-cc31084a1a1a_20250212T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi ma'am [PII], good morning. This is [PII] from Bill virtual card team. I would like to make a payment and if it's OK to record this call for training and quality purposes.
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][POSITIVE] Thank you. I have the group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2676667.
[AGENT][NEUTRAL] OK, uh, the invoice number?
[CUSTOMER][NEUTRAL] Invoice number 0006380940.
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] $663.07.
[AGENT][POSITIVE] Alrighty, let me get it all pulled up real quick and get it entered and I then can take that card payment.
[CUSTOMER][NEUTRAL] Understood.
[AGENT][NEUTRAL] Excuse me
[CUSTOMER][NEUTRAL] That
[AGENT][POSITIVE] All righty. I'm ready for that card number.
[CUSTOMER][NEUTRAL] All right. For the card number [PII].
[CUSTOMER][NEUTRAL] [PII]. For the expiration date, [PII].
[CUSTOMER][NEUTRAL] Security code [PII].
[AGENT][NEUTRAL] Alrighty, that's been processed and the confirmation number has been emailed to vC-payments at [PII]. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Nowhere else thank you so much ma'am and hope you have a great day. Very farewell bye bye.
[AGENT][POSITIVE] Thank, thank you for calling APL and you have a good day as well.