AccountId: 011433970860
ContactId: 0913c5e4-9ab3-4bdc-9c0a-024ca1548b1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184899 ms
Total Talk Time (AGENT): 58043 ms
Total Talk Time (CUSTOMER): 51786 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/0913c5e4-9ab3-4bdc-9c0a-024ca1548b1c_20250625T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer care. I have [PII] with group number 26471 on the line. She needs to make a payment.
[AGENT][NEUTRAL] 26471.
[AGENT][NEUTRAL] Walt service center.
[CUSTOMER][NEUTRAL] Yeah, she's not able to get online and doesn't have access to that email so they just need to make a payment.
[AGENT][NEUTRAL] And they know it's by debit card or credit card, right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All righty, send it to me.
[CUSTOMER][NEUTRAL] Just a second.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I was calling to uh make payment on our premium.
[AGENT][POSITIVE] All righty. I can assist you with that.
[CUSTOMER][NEUTRAL] A group number
[AGENT][NEUTRAL] Let me get it all entered real quick you're wanting to make the July payment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] In the amount of 21455?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, let me get it all entered and then I can take that card number for you.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you and the name on the card?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Security code?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, let me finishing that.
[AGENT][NEUTRAL] Come on computer. All right, that's been processed, [PII], and uh I sent the confirmation number to Jordan's email that we have on file. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, no, that's all I needed.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.