AccountId: 011433970860
ContactId: 22b1f3d3-3564-4c9e-a41e-555ff0ad6ce2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215460 ms
Total Talk Time (AGENT): 73594 ms
Total Talk Time (CUSTOMER): 61851 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/22b1f3d3-3564-4c9e-a41e-555ff0ad6ce2_20250505T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] [PII], it's [PII] on the care team. I've got a member on the line that would like to make a payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, 637-822.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, and I've got [PII] on the phone, his spouse.
[CUSTOMER][NEUTRAL] And then I've got a call back number too if you need that.
[AGENT][NEUTRAL] Has this information been verified?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty you can send them on.
[CUSTOMER][NEUTRAL] OK, I'm gonna introduce you and then I'll release it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Ms. [PII], I've got [PII] on the line. She's gonna take your payment, OK?
[CUSTOMER][POSITIVE] Yes, ma'am. OK, thank you.
[AGENT][NEUTRAL] Good morning. Uh, my name is [PII] and I'll be assisting you with that payment. Let me get everything entered real quick and then I'll be ready for that card number. You're wanting to pay the 3 months, is that correct?
[CUSTOMER][NEUTRAL] The what now?
[AGENT][NEUTRAL] 3 months at [PII], 61?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Alright, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Uh, no, it will be a checking account number.
[AGENT][NEUTRAL] Uh, we can only take, uh, credit card or debit card over the phone.
[CUSTOMER][NEUTRAL] OK, credit card or debit card. Just one second, let me just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That credit card is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] And yes [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] Uh, that's [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm gonna send this confirmation number to [PII].
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] Alright, let me get that corrected as well. Hang on one second.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All righty, Ms. [PII], I've got that, um.
[AGENT][NEUTRAL] That payment process. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that is it.
[AGENT][POSITIVE] Alright, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] Yes ma'am and bye bye.