AccountId: 011433970860
ContactId: 0eb662f6-b3dc-432d-8a15-1534ccd9efa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186360 ms
Total Talk Time (AGENT): 54182 ms
Total Talk Time (CUSTOMER): 108451 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/0eb662f6-b3dc-432d-8a15-1534ccd9efa2_20250331T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][POSITIVE] Hey [PII], happy Monday. I have got an insured that wants to make a payment on the phone.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's policy number 1,124,210.
[CUSTOMER][NEUTRAL] He's kind of having trouble understanding, yeah, because, um, evidently his policy had lapsed and then, you know, from January, February, March, and I kept telling him, you know, that he's got until [PII] to send that check in and he was like, well did I pay? he's just having a little, he's struggling a little bit.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But he does want to make the payment today for April, May and June.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] I'm just go. That's what he said he wanted to do.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][POSITIVE] Alright thank you let me get him on the line.
[CUSTOMER][NEUTRAL] What happened in January February, yes.
[CUSTOMER][POSITIVE] Thank you for your patience. I have [PII] on the line that's going to assist you with processing that payment, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] All right. Thank you bye bye. Bye.
[AGENT][NEUTRAL] Hey, Mr. [PII], like [PII] said, my name is [PII] and I'll, um, I'll be glad to take that payment for you. Um, you want to pay the full $76.50?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm ready for that card number.
[CUSTOMER][NEUTRAL] No, you
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Card number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] Will bananas?
[CUSTOMER][NEUTRAL] Tell him that the shield was to.
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And is [PII] a good email to send the confirmation number to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All righty, let me get that processed for you. All right, Mr. [PII], that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I'm all right.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] Yeah, right, right.