AccountId: 011433970860
ContactId: ff511f1f-e59f-43c0-b3d7-106b8cdafcdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201479 ms
Total Talk Time (AGENT): 84011 ms
Total Talk Time (CUSTOMER): 70507 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/ff511f1f-e59f-43c0-b3d7-106b8cdafcdc_20250228T15:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I work with OME. I need to be transferred to billing to make a payment on an invoice, please.
[AGENT][NEUTRAL] Alright, thank you. And what is the group number?
[CUSTOMER][NEUTRAL] Um, you know what, hang on a second, I should have written that down. One second.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] 245-559
[AGENT][NEUTRAL] Thank you. And what is the address for OME?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is the callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you happen to have uh that invoice number in.
[AGENT][NEUTRAL] That you're willing to pay
[CUSTOMER][NEUTRAL] Yes, I do. It's 637-619-2.
[AGENT][NEUTRAL] 6112.
[CUSTOMER][NEUTRAL] Yeah, 616-376192.
[AGENT][POSITIVE] 92. Thank you.
[AGENT][NEUTRAL] And what is the amount you're wanting to pay on that invoice?
[CUSTOMER][NEUTRAL] 524 75.
[AGENT][NEUTRAL] Alright, thank you, Ms. [PII]. If you don't mind holding just one moment, let me get a representative that can process that payment for you. One moment please. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] Hey, [PII], I'm good. How are you?
[AGENT][POSITIVE] I'm doing good, thank you for asking. I have a group on the line wanting to make a payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I can do that.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Group number is 24559.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I have [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her callback number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's wanting to pay invoice 6376192.
[AGENT][NEUTRAL] And I think it's a 52475 I believe.
[CUSTOMER][NEUTRAL] 193.
[CUSTOMER][POSITIVE] OK, I can definitely confirm that with her. I've got everything and I think I'm ready.
[AGENT][POSITIVE] All right, [PII]. Good to talk to you. I hope you have a great weekend. Take care. Thank you. One moment.
[CUSTOMER][POSITIVE] Yeah. Thank you so much. You too, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] [PII], thank you for your patience. I have [PII] in our billing department that will assist you with processing that payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.
[CUSTOMER][POSITIVE] Hi [PII], this is [PII]. How are you doing? Good, how are you? Good, I'm doing well thank you uh so [PII] did give me.