AccountId: 011433970860
ContactId: 1cc531df-1473-428a-a5a3-1f612071c9f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185809 ms
Total Talk Time (AGENT): 56897 ms
Total Talk Time (CUSTOMER): 61834 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/1cc531df-1473-428a-a5a3-1f612071c9f6_20250218T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm great, [PII], thanks for asking. Are you OK today, [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So, this is [PII] in the claims department. I have a Mr. [PII] on the phone. He wants to make a payment on his premium. I contact the customer service, but they told me that I need to contact billing.
[AGENT][NEUTRAL] OK, um, let me pull the policy up.
[CUSTOMER][NEUTRAL] It is 703-855.
[AGENT][POSITIVE] Alrighty, um.
[CUSTOMER][NEUTRAL] And I verified all of his information?
[AGENT][NEUTRAL] Alright, let me get the credit card thing pulled up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I I do that.
[AGENT][NEUTRAL] Alright, you can send them to me.
[CUSTOMER][NEUTRAL] His callback number is [PII]. Hold on one moment while I transfer him and thank you and have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] I yeah. Hello Mr. [PII].
[AGENT][NEUTRAL] This is
[CUSTOMER][POSITIVE] I'm gonna transfer you over to [PII]. She's gonna assist you better. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Like she said, my name is [PII] and let me get all this, um,
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Entered real quick and I'll take that credit card payment for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's going
[AGENT][NEUTRAL] You're wanting to pay um 17,250?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] All righty, Mr. [PII]. I'm ready for that card number.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And is [PII] a good email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Alright, that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, no, that's it.
[AGENT][POSITIVE] All right. Thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you.