AccountId: 011433970860
ContactId: 17fb95ac-cbae-49dd-9ce4-fc45776061cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222979 ms
Total Talk Time (AGENT): 70776 ms
Total Talk Time (CUSTOMER): 67536 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/17fb95ac-cbae-49dd-9ce4-fc45776061cf_20250220T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, it's [PII] Webb and Broker Resources. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I have somebody in on the phone. She's an insured. Her name is [PII].
[CUSTOMER][NEUTRAL] And her policy number is 690,590. I've already confirmed her birth date. She just needs to pay some bills, she said.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][NEUTRAL] OK, do you, do you want our callback number just in case?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Thank you, I appreciate you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I needed to pay my policies.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me get all that pulled up real quick.
[AGENT][NEUTRAL] I have your 3 month premium of $10.50.
[CUSTOMER][NEUTRAL] I have 3 of them.
[AGENT][NEUTRAL] What's the other policy numbers?
[CUSTOMER][NEUTRAL] 690589
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 690588
[AGENT][NEGATIVE] Don't freeze up on me now, come on.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 60.
[AGENT][NEUTRAL] 373.
[AGENT][NEUTRAL] All right, I have a total of 7440.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me get it all entered real quick.
[AGENT][POSITIVE] Alrighty Miss [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the uh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 0
[CUSTOMER][NEUTRAL] No, the 3's, the 3's an 8.
[AGENT][NEUTRAL] 0 3s and 8. All right. What's the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] And is [PII] a good email to send the confirmation number to?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, that's been processed, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that's it I appreciate your help.
[AGENT][POSITIVE] All right. No problem and thank you for calling APO and you have a good day.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye.