AccountId: 011433970860
ContactId: 15907d16-8542-4efd-9bc7-2ef9a6803029
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186699 ms
Total Talk Time (AGENT): 62608 ms
Total Talk Time (CUSTOMER): 66656 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/15907d16-8542-4efd-9bc7-2ef9a6803029_20250206T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good. I have an insured on the line who just needs to make a payment.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's gonna be 642-736.
[CUSTOMER][NEUTRAL] Should come up as [PII].
[AGENT][NEUTRAL] Alrighty, let me get credit card thing pulled up.
[AGENT][NEUTRAL] All right, you can send them to me.
[CUSTOMER][POSITIVE] Alright, here she comes. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII], can I help you?
[CUSTOMER][NEUTRAL] Oh, I hope so. Um, did [PII] give you all my information and stuff before she transferred me?
[AGENT][NEUTRAL] Yes, ma'am. You're wanting to make a credit card payment?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All righty. I can help you with that. Um, Ms. [PII], you're wanting to make the $328.16?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, let me get it all entered and I will be happy to take that payment.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Hang on one second.
[CUSTOMER][POSITIVE] By the way, you've got good hold music. It was nice and jazzy instead of the, you know, elevator music usually.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The name on the card?
[CUSTOMER][NEUTRAL] 06 0, name on the card, [PII] in middle name, that last one and then [PII].
[AGENT][NEUTRAL] Expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All righty. And is [PII] a good email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] Uh yeah, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] All righty, Ms. [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 thank you.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.