AccountId: 011433970860
ContactId: 00da2aa2-f4fe-4481-9817-3db474b323b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317850 ms
Total Talk Time (AGENT): 130797 ms
Total Talk Time (CUSTOMER): 116553 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/00da2aa2-f4fe-4481-9817-3db474b323b4_20250507T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] um in customer services.
[AGENT][NEUTRAL] Hey, what's up?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have an insured on the phone that wants to make a credit card payment on her policy.
[AGENT][NEUTRAL] OK, what's your policy number?
[CUSTOMER][NEUTRAL] 614-354
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, let's see 1960. Alright, you can send her over.
[CUSTOMER][POSITIVE] Alright thank you and here she is and she's fully verified.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I understand you'd like to make, go ahead and make your um quarterly payment, or sorry, your annual payment for 21,960. OK.
[CUSTOMER][NEUTRAL] Payment, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, um, go ahead and get that pulled up and get some information entered so I can take that payment. Just give me one moment, please.
[CUSTOMER][NEUTRAL] And and my card's under [PII].
[AGENT][NEUTRAL] Oh, we don't store um your credit card information, so I'll have to get that from you, uh, whenever we take the payment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm sorry, I'm sick, so.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I've got the red.
[AGENT][POSITIVE] And we've all been there, so no problem at all. I hope you get to feeling better though.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Well, I've got a real bad sinus infection and
[AGENT][NEUTRAL] Alright, so I have that information entered in and I'm ready for that credit card number whenever you are, and again, that total is gonna be [PII].
[CUSTOMER][NEUTRAL] Right, right, alright, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and the expiration?
[CUSTOMER][NEUTRAL] And expiration is [PII].
[AGENT][NEUTRAL] All right. 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 to you or just the confirmation number over the phone?
[CUSTOMER][NEUTRAL] Uh, it, uh, you can email it, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just a minute.
[AGENT][NEUTRAL] All right. And is that gonna be the [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, sending that payment through.
[AGENT][POSITIVE] And it was successful, and you should see your, um, the receipt in your email any moment now, and that that will get you paid up until March of next year. Um, is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I just need uh you to my dentist, uh, they need their payment part.
[CUSTOMER][NEUTRAL] So what do they need to do?
[AGENT][NEUTRAL] Oh, what do you mean, uh, as far as your, your dentist, you mean like co-pay or something?
[CUSTOMER][NEUTRAL] Well, she said they received, she said they received something that said
[CUSTOMER][NEUTRAL] That they're waiting on my employer.
[CUSTOMER][NEUTRAL] It says they're waiting on my employer.
[CUSTOMER][NEUTRAL] Uh, uh, uh, uh, uh, y'all were waiting on my employer's side, side.
[CUSTOMER][NEUTRAL] And I said, I said, uh, I'm retired.
[AGENT][NEUTRAL] Yeah, we have
[CUSTOMER][NEGATIVE] So I don't understand why.
[AGENT][NEUTRAL] Yeah, we have you as a, you're an individual policy, um, so it's not linked to a group like an employee or anything, um, so I'm not sure what they could.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] Yes, I'm not sure what they could be talking about, but if you'd like, I can get you to someone in our dental department that may be able, um,
[AGENT][NEUTRAL] To help figure out what exactly letter they got.
[CUSTOMER][NEUTRAL] No, no, I'll
[CUSTOMER][NEUTRAL] No, no, that's OK. Honey, I'll just call my dentist office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, it may be just because your policy needed to be um renewed for the rest of this year, so maybe once you tell them that your policy is good to next year, then that'll be good.
[CUSTOMER][NEUTRAL] And tell them to read that one.
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah alright thank you honey.
[AGENT][POSITIVE] No problem. It was a pleasure. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you honey bye bye.
[AGENT][NEUTRAL] Bye.