AccountId: 011433970860
ContactId: 21b7cb19-50c4-474c-ae56-ff2cee0a6231
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358829 ms
Total Talk Time (AGENT): 94027 ms
Total Talk Time (CUSTOMER): 83014 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/21b7cb19-50c4-474c-ae56-ff2cee0a6231_20250409T21:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I didn't, I can't hear you. What's your name?
[AGENT][NEUTRAL] Uh, this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing good. I have a member on the other line who wants to play, play, who wants to pay her premium for the next year. She pays it yearly.
[AGENT][NEUTRAL] OK. Um, what's the um policy number?
[CUSTOMER][NEUTRAL] 2559237
[AGENT][NEUTRAL] OK. Does she know she's already still paid up to August?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She wants to pay next year. Sounds like.
[AGENT][NEUTRAL] OK, and who is it? Is it [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, you can go ahead and send it over.
[CUSTOMER][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Hello [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] in the billing department. How are you doing today?
[CUSTOMER][POSITIVE] Right, thank you.
[AGENT][NEUTRAL] All right, so I understand you're calling to make your annual premium payment for your policy. Is that correct?
[CUSTOMER][POSITIVE] Yeah, I cannot do that, but I like to.
[AGENT][NEUTRAL] Yeah, it does show that you're still paid up till August, so we can go ahead and take that payment.
[CUSTOMER][NEGATIVE] You, you sound muffled. You sound really muffled.
[AGENT][NEUTRAL] Yeah, I don't know. People keep saying that. I don't know what's going on with my headset today. I've tried resetting it. I don't know what is going on.
[AGENT][NEUTRAL] Uh, can you hear me any better at all now?
[CUSTOMER][NEUTRAL] you not have a regular phone set to pick up.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right. Can you hear me a little better now at all?
[CUSTOMER][NEUTRAL] Yeah, a little bit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let me get that screen pulled up so I can take your credit card payment, and that is gonna be $300 for it to get you paid up for the year.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And put your policy number in.
[CUSTOMER][NEUTRAL] You muffles again.
[AGENT][POSITIVE] All right, and I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the name is [PII]. [PII]
[AGENT][NEUTRAL] OK, and what's the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And would you like a copy of this receipt emailed to you or confirmation number over the phone?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, did you want email or confirmation or both?
[CUSTOMER][NEUTRAL] Uh, email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and would that be [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All right. Uh, [PII], that payment was successful. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Not at the moment but I appreciate it.
[AGENT][POSITIVE] No problem you have a great day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.