AccountId: 011433970860
ContactId: fcdc1237-8453-4b30-944d-a6a649d9a89a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272149 ms
Total Talk Time (AGENT): 84806 ms
Total Talk Time (CUSTOMER): 109540 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/fcdc1237-8453-4b30-944d-a6a649d9a89a_20250515T18:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team and I've got a third party on the line. Her name's [PII]. She's needing to pay a group invoice.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] Number 26975.
[AGENT][NEUTRAL] All right, uh, you can go ahead and send over, uh, what's the name? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, her name's [PII] and then I've got her invoice number and call back if you need that.
[AGENT][NEUTRAL] OK, is it the number on the screen [PII]?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK. Alright. Give me one second I'm just getting logged into the clover so I can take the payment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, I'm gonna introduce you and then I'll release her thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII], I've got [PII] on the line. She's gonna help you with that payment, OK? Thank you. Thank you.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. Um, I understand you were calling to make a payment on an invoice for group 26975. Um, would that be invoice number 6388834?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, and would that amount be 343 82?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yes, you got it.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] What was your name sorry? I didn't catch it.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] How do you spell it?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] American board of Pathology.
[CUSTOMER][POSITIVE] Is there any processing fee? Perfect.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What is
[CUSTOMER][NEUTRAL] The account number is [PII].
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Card number is [PII].
[CUSTOMER][NEUTRAL] [PII] expires [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And would you like a copy of this receipt emailed or just a confirmation number over the phone?
[CUSTOMER][NEUTRAL] Um, can you do both?
[AGENT][NEUTRAL] Yeah, what's the email you'd like it sent to?
[CUSTOMER][NEUTRAL] V as in Victor, C as in Charlie, hyphen payments [PII] the end at HQ headquarters. [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, you ask me.
[AGENT][NEUTRAL] All right. So I have VC-payments [PII].
[CUSTOMER][NEUTRAL] Correct, [PII].
[AGENT][NEUTRAL] OK, yeah, got it. Alright, sending that through.
[AGENT][POSITIVE] And that payment was successful, and let me get your confirmation number for you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Mhm I'm ready.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Alright, confirmation number is 862.
[AGENT][NEUTRAL] 269.
[CUSTOMER][POSITIVE] Awesome [PII], thank you so much for your help appreciate it that will be it from my end.
[AGENT][POSITIVE] No problem, [PII]. All right, thank you for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.