AccountId: 011433970860
ContactId: 1a069e67-b6fb-4d72-acb1-2611d7644236
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227559 ms
Total Talk Time (AGENT): 77416 ms
Total Talk Time (CUSTOMER): 108276 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/1a069e67-b6fb-4d72-acb1-2611d7644236_20250106T15:00_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yes, I'm here. My name is [PII] and I was calling to see if I can make a payment uh over the phone without any extra charges.
[AGENT][NEUTRAL] OK. Um, yes, you can make a credit card, debit card payment. Um, may I have the policy number, mister?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, my policy number is 00606740.
[AGENT][NEUTRAL] OK, thank you one moment let me pull your information.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII] and I need to verify your date of birth, the mailing address, and the email address on file.
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] What do you want to start with?
[AGENT][NEUTRAL] A date of birth.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's the mailing address? Mhm.
[CUSTOMER][NEUTRAL] And my
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[AGENT][POSITIVE] Mm perfect. Thank you.
[AGENT][NEUTRAL] Alright, so let me go ahead and get a person to take that payment for you, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And there is no extra charge.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. I have a member on the line. She's trying to make a credit card payment for her policy.
[CUSTOMER][NEUTRAL] OK, what is her policy number?
[AGENT][NEUTRAL] It's 606-740.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I got. Yes, I got Ms. Dot on the line and I verify her information. The callback number is the same one in the system.
[CUSTOMER][NEUTRAL] Um, and this is Ms. [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, all right, I think that's everything I need.
[AGENT][POSITIVE] Mhm. All right, here she comes. Have a good day.
[CUSTOMER][NEUTRAL] OK. Mm.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I've got Miss [PII] on the line. She's gonna take care of the payment for you, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi Miss [PII], this is [PII]. How are you doing? I'm doing well how are you today? I'm doing well, thank you. um, so [PII] did give me all of your policy information and she let me know that you were wanting to make a payment on your policy, is that right?
[CUSTOMER][NEUTRAL] Yes. OK, of course, I can definitely help you with that. Um, so it looks like your payment is gonna be $54.90.
[CUSTOMER][NEUTRAL] Um, that's what I'm prepared to pay. OK, great, and I am ready for your card number, Ms. [PII], whenever you're ready.
[CUSTOMER][NEUTRAL] Y'all do direct from the checking or you just need the card number you need the card number, so over the phone we can only take a credit or debit card. OK, well I have a debit card. I'll give you that. OK, uh, the card the card number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]