AccountId: 011433970860
ContactId: 05cbf8fe-ca36-4021-8c00-998fb1e710ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176600 ms
Total Talk Time (AGENT): 70328 ms
Total Talk Time (CUSTOMER): 50843 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/05cbf8fe-ca36-4021-8c00-998fb1e710ca_20250204T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have an insured that wants to make a payment over the phone.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] 615209.
[AGENT][NEUTRAL] Try Juice.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, where's my other screen there it is. Let me get logged in.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Just want to take it precious a little time.
[CUSTOMER][NEUTRAL] Oh, you're fine. Um, no, I didn't get the, um,
[CUSTOMER][NEUTRAL] The amount.
[AGENT][NEUTRAL] All right, send them on.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][POSITIVE] Yes ma'am. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] My name is [PII] and I'll be assisting you with that uh credit card payment today. Um, I have your policy pulled up. Are you wanting to make the uh 6 months premium payment, the $109.80?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Let me get it all entered over here.
[AGENT][POSITIVE] All righty, Mr. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, do you have one on file by chance, or you don't have it, you know, keep, keep them on file? OK, alright.
[AGENT][NEUTRAL] I don't. We don't keep those on file.
[CUSTOMER][NEUTRAL] OK, City visa, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is [PII] a good email to send the confirmation number to?
[CUSTOMER][NEUTRAL] Yes ma'am it is.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] All righty. That has been processed and you'll receive that confirmation number shortly, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it, [PII]. Thank you very much for your help. Have a good day.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK.