AccountId: 011433970860
ContactId: fefda90f-8fd9-4283-9a75-10df086c3068
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373399 ms
Total Talk Time (AGENT): 111751 ms
Total Talk Time (CUSTOMER): 134328 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/fefda90f-8fd9-4283-9a75-10df086c3068_20250212T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Bill Virtual team calling to make a payment. Is it OK to record this call for quality and training purposes?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's fine. Um, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], um, and
[CUSTOMER][NEUTRAL] From [PII].
[AGENT][NEUTRAL] OK, and you're wanting to make a credit card payment for a group?
[CUSTOMER][NEUTRAL] Yes, I have the group number if you want.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, I can help you with that. Let me have that group number please.
[CUSTOMER][NEUTRAL] 26767.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and this is for the Hobbs Group PA?
[CUSTOMER][NEUTRAL] It just
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and do you have the invoice number?
[CUSTOMER][NEUTRAL] Yes, I have 0006376297.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the payment amount?
[CUSTOMER][NEUTRAL] Uh, that's amount.
[CUSTOMER][NEUTRAL] Yeah, $663.07.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment and let me put that information in.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I've got that information put in and I'm ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, I have [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. Do you need the code?
[AGENT][NEUTRAL] OK. Yes, please.
[CUSTOMER][NEUTRAL] Um, the code is [PII].
[AGENT][NEUTRAL] OK. And then the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's all I need. So I'm gonna go ahead and process this payment for a total of $663.07. And if you'll give me just a moment, I'll have a confirmation number for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Take your time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got that confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, 487-530.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me just double check here one moment, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, just to be sure, your name is [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK perfect uh just for reference.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, perfect. It went through here on our end, uh, [PII], thank you so much for assisting me. Um, uh, are you OK with another payment here? I have another invoice.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] No problem, [PII].
[AGENT][NEUTRAL] Yeah, I can process another one. Sure, is it for a different group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me just double check just to be sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um hm.
[CUSTOMER][NEUTRAL] Yeah, the group number here is 26,740.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see. And do you have that invoice number?
[CUSTOMER][NEUTRAL] Yes, I also have the invoice number.
[CUSTOMER][NEUTRAL] Whenever you're ready.
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] 638-092-3.
[AGENT][NEUTRAL] OK, and what is that payment amount?
[CUSTOMER][NEUTRAL] Uh, that will be $1,057.97.
[AGENT][NEUTRAL] OK, let me put that information in real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the expiration is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we'll process this payment for $1,057.97 and give me just a moment and I'll give you another confirmation number.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, I've got your confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, 692-364.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me just double check here, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for assisting with those two payments, OK? Have a good day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] No problem, thank you for calling APL and you have a great day as well.
[CUSTOMER][POSITIVE] Thank you, bye-bye.
[AGENT][NEUTRAL] Bye bye.