AccountId: 011433970860
ContactId: 0e8c071b-c554-4c5f-ad1c-a7f6635f2537
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297040 ms
Total Talk Time (AGENT): 96876 ms
Total Talk Time (CUSTOMER): 99344 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0e8c071b-c554-4c5f-ad1c-a7f6635f2537_20250613T15:53_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How you doing? I'm, I am called. My name is [PII] and I need to pay my premium.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] For this month.
[AGENT][NEUTRAL] OK, sure. I can assist you. Um, may I have a callback number just in case we get disconnected?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, do you have the policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] You do not. OK, um let me see if I can find.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] OK. May I have the spelling of your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, um, you have, um, caught up.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] May I have that email address and the date of birth, Miss [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. Alright, um, let me go ahead and get the payment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me go ahead and get the group billing department to take the payment from you, OK? So you're paying with a credit card, correct?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hey, so, what's up?
[AGENT][NEUTRAL] Hey, I have a member that needs to pay her um premium. It's a personal account. Um, the policy number is 774986.
[CUSTOMER][NEUTRAL] 774986.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And who are you speaking with?
[AGENT][NEUTRAL] I got Miss [PII] on online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] $19.
[CUSTOMER][NEUTRAL] OK, let me make sure, um, that Clover is working really quickly because we're having issues with it yesterday. It was down.
[AGENT][NEUTRAL] Uh, yeah, mhm. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I think it's 14.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's Friday. Yeah.
[CUSTOMER][NEUTRAL] And is there a callback number, the number that um is on the screen?
[AGENT][NEUTRAL] Mm, yes, it is. Mhm.
[CUSTOMER][NEUTRAL] OK, alright, you can go ahead and send over.
[AGENT][POSITIVE] OK, here she comes. Have a good day, Miss [PII].
[AGENT][POSITIVE] Thank you for holding and being patient for me, [PII]. I got Ms [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi Miss. [PII], this is [PII] in the billing department. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well and yourself?
[CUSTOMER][POSITIVE] I'm doing well. um, so, uh, let's see.
[CUSTOMER][NEUTRAL] I think you want to go ahead and make your quarterly payment for $19 is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, just get some information entered in and I'll be ready to take that card.
[CUSTOMER][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] [PII]