AccountId: 011433970860
ContactId: 13153d91-0e38-4284-b4cf-27215051da1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188770 ms
Total Talk Time (AGENT): 80200 ms
Total Talk Time (CUSTOMER): 75104 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/13153d91-0e38-4284-b4cf-27215051da1f_20250106T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] Hey, [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. I have got an insured that wants to make a payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sure. What is the policy number?
[CUSTOMER][NEUTRAL] 719328
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] And I verify all of her information.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I think I've got it.
[CUSTOMER][POSITIVE] Alright, if you'll hold just a minute, let me get her on the line and her callback number is the [PII] in the system. Everything's everything's right. I like it like that. All right, thank you, [PII]. Have a great day. One moment.
[AGENT][POSITIVE] OK, perfect. I'm ready. I know.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, Ms [PII] I have [PII] on the line she's going to process that payment for you. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you so much. You too. Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] in billing. How are you doing?
[CUSTOMER][NEUTRAL] I'm fine how are you doing?
[AGENT][POSITIVE] Good, I'm doing well, thank you. um, so [PII] sent you over to me and I've got your policy and everything pulled up and she let me know you were wanting to make a payment, is that right?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, of course I can help you with that. So let's see, it looks like your payment is gonna be $290.40.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and I've got that information put in so I'm ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, it's a Visa it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then your zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's everything I need so I'm gonna go ahead and process your payment for $290.40 and if you'll give me just a moment, I can give you a confirmation number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I have your confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it is 552-734.
[CUSTOMER][NEUTRAL] OK and your name again was?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. OK, [PII], thank you so much.
[AGENT][POSITIVE] OK. You're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK perfect well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you and you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.