AccountId: 011433970860
ContactId: 18918941-f219-4a21-82c9-99c3ae679e4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329339 ms
Total Talk Time (AGENT): 114508 ms
Total Talk Time (CUSTOMER): 137506 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/18918941-f219-4a21-82c9-99c3ae679e4f_20250310T19:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I am good. Um, I had an insured on the line. Um, her policy had lapsed and we sent her a notification for the 30 day, um.
[CUSTOMER][NEUTRAL] Period and she is now wanting to pay uh over the phone today?
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It is 605-031.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] Alright, here she comes and uh the care team verified all of her information, um, she wants to stay on the quarterly billing and I have already reactivated her policy, OK?
[AGENT][POSITIVE] Awesome, thank you.
[CUSTOMER][POSITIVE] No problem. Here she comes.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with, uh, [PII]?
[CUSTOMER][POSITIVE] All of them correct.
[AGENT][NEUTRAL] Alright, I understand you'd like to make your quarterly payment today for looks like 5490. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Alright, just give me one second, just getting that information entered in and I'll be ready to take your payment in just a second.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Yeah that's good
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Is I have to use my credit card. Are you ready?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] it
[AGENT][POSITIVE] All right, and I am ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK, is it OK if if it's on my husband's name?
[AGENT][NEUTRAL] Oh yeah, that's fine.
[CUSTOMER][NEUTRAL] OK, alright, the credit card number and that's the um Bank of America um Mastercard, OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the expiration date?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] The expiration date is [PII].
[AGENT][NEUTRAL] And the 3 digit security code.
[CUSTOMER][NEUTRAL] With that?
[AGENT][NEUTRAL] The 3 digit security code.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Do you wanna repeat the number for me?
[AGENT][NEUTRAL] Um, I can't see the number, yeah, because it comes in the asterisk for like security purposes. Um, all right, and then, uh, the zip code?
[CUSTOMER][POSITIVE] Just in case? OK, you can. OK, I got you.
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Last thing I need is the zip code.
[CUSTOMER][NEUTRAL] And you get
[CUSTOMER][NEUTRAL] OK. Oh, the zip code [PII].
[AGENT][NEUTRAL] All right. And would you like a copy of this receipt emailed to you or a confirmation number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What whatever is easiest for you.
[CUSTOMER][POSITIVE] Confirmation number is fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, submitting that payment now and that payment was successful and let me read you that confirmation number.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] It is 07633 M as in Mary.
[CUSTOMER][NEUTRAL] OK, 07633 M as in Mary.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's how I was gonna
[CUSTOMER][NEUTRAL] Alright, that's how it's gonna show up on my, uh, thing, so I'll know on my, uh, statement.
[AGENT][NEUTRAL] Uh yes, it may um say clover as well and um the word clover as the merchant. Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Clover? OK. OK. All right. Good.
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it, that's it. If, if you can guarantee that this is gonna be paid for, then I'm OK for the day.
[AGENT][NEUTRAL] Yeah, and it's your quarterly, so it will um pay you, your next payment will be due on [PII]. So did you want to pay another, OK, do you still want to wait or did you want to pay um
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, I'm gonna wait. She told me, she told me that I would get it around the first of first week of April, and then, you know, it's, it's not due [PII] that I could pay after I get it, of course, since the mail is kind of slow, OK?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, no problem. No problem. Well, just, yeah, I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks, thanks a whole lot.
[CUSTOMER][NEUTRAL] Uh huh bye bye. Bye.
[CUSTOMER][NEUTRAL] OK, bye bye.