AccountId: 011433970860
ContactId: 0efa8902-42b9-45c6-9688-18506d755869
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234809 ms
Total Talk Time (AGENT): 88672 ms
Total Talk Time (CUSTOMER): 59493 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/0efa8902-42b9-45c6-9688-18506d755869_20250404T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing this morning?
[AGENT][NEUTRAL] Hey, I'm well. How about yourself?
[CUSTOMER][POSITIVE] I'm good thanks. I have an insured on the line who just would like to make a payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] Policy is gonna be 719328.
[CUSTOMER][NEUTRAL] And we're speaking to [PII].
[AGENT][NEUTRAL] And uh.
[AGENT][NEGATIVE] Oh darn.
[AGENT][NEUTRAL] 7039 to verify me with the code.
[AGENT][NEUTRAL] All right, and did she by chance say how much?
[CUSTOMER][NEUTRAL] So her invoice is due on [PII] and she's paying the 29,040.
[AGENT][NEUTRAL] 29,040.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] OK, here she comes. thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII], I understand that you're wanting to pay on your policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. I'm just getting set up to take that payment. I want to verify your policy number. She gave me 719328.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And she said the amount you would like to pay today would be $290.40.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] All right. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I need will be the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Once I get that processed, I will have an authorization number for you, but I can also send an email with that receipt if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, that would be fine.
[AGENT][POSITIVE] All right, let me get that pulled up for you real quick.
[AGENT][NEUTRAL] Alright, the authorization number I have is 582.
[AGENT][NEUTRAL] 341.
[AGENT][NEUTRAL] And what email address would you like that receipt sent to?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Um, OK, just give me one second. Let's see here.
[AGENT][NEUTRAL] All right. Is that number [PII] before the ad?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, [PII].
[AGENT][POSITIVE] OK, I just wanna make sure I have the right one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. I've got that receipt coming over to you. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right, well, I hope you have a great weekend and uh thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.