AccountId: 011433970860
ContactId: 22eff627-c8d1-4c55-980a-68758607ce2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 540760 ms
Total Talk Time (AGENT): 256139 ms
Total Talk Time (CUSTOMER): 136838 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/22eff627-c8d1-4c55-980a-68758607ce2c_20250506T17:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got an insured on that wants to make a payment.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][POSITIVE] OK, hold on just a moment, bless you.
[CUSTOMER][NEUTRAL] Excuse me, and.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] But he's saying your allergies this time of year just kill me.
[AGENT][POSITIVE] Yes, I think it's got everybody.
[AGENT][NEUTRAL] OK, hold on just a moment, let me get there.
[AGENT][NEGATIVE] My fingers don't want to work.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And you said you've got um.
[AGENT][NEUTRAL] An insured on the phone that's wanting to make a payment?
[CUSTOMER][NEUTRAL] Yes ma'am, her policy number is 73,100.
[AGENT][NEUTRAL] 731.
[CUSTOMER][NEUTRAL] 060.
[AGENT][NEUTRAL] 060. OK, you cut out just a minute and it popped up.
[CUSTOMER][NEUTRAL] Oh, sorry.
[AGENT][POSITIVE] 00, it's not your fault. It's all good.
[AGENT][POSITIVE] Oh good. We got it, we got it taken care of. I mean.
[AGENT][NEUTRAL] All right, [PII]. All right. And she's wanting to make a payment and you got a good callback number for Miss Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, her callback number Bay is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And you verified everything?
[CUSTOMER][NEUTRAL] I did.
[AGENT][POSITIVE] All [PII]. You can send Miss [PII] on and I'll be able to help her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] OK, thanks for that. Bye-bye, ma'am.
[AGENT][POSITIVE] You're welcome, dear. Bye-bye.
[CUSTOMER][POSITIVE] Hello, thank you.
[AGENT][NEUTRAL] Good afternoon. Good afternoon, Ms. [PII]. This is [PII] in group billing. Um, I understand a good callback number for you is the [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, and I also understand that you're wanting to make a payment on your policy, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] All right, and the amount that you are wanting to pay today is so.
[CUSTOMER][NEUTRAL] Day to day and.
[CUSTOMER][NEUTRAL] 116 and 70 cents.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] One moment and we will get that and I can help you with that.
[AGENT][NEUTRAL] Just bear with me just a moment. Let me get this information entered and we will get this.
[AGENT][NEUTRAL] Done for you.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Alright, it is a quarterly payment.
[AGENT][POSITIVE] Alright, and I am ready whenever you, you are for that card number please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me repeat that for you.
[AGENT][NEUTRAL] It's gonna be.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], and can you give me that expiration date, please?
[CUSTOMER][NEUTRAL] Expiration is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with that, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. So today we're making a payment of 11,670 on policy 731,060. That's a quarterly payment with the card ending in [PII]. Expiration date is [PII] with the
[AGENT][NEUTRAL] Security code [PII].
[AGENT][NEUTRAL] And the zip code is
[CUSTOMER][NEUTRAL] Uh, what
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Now did you have the security code is [PII]?
[AGENT][POSITIVE] So it, it was, I'm sorry.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, OK, because I thought you said [PII] or 288, OK.
[AGENT][NEUTRAL] I did, I did, I did, and I did.
[AGENT][NEUTRAL] So, I do apologize. I did say 5. It is 288. I did enter it correctly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, that's OK. I just wanted to be sure I was, I was.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] I appreciate you.
[CUSTOMER][NEUTRAL] Verifying
[AGENT][POSITIVE] Yes, yes. Thank you so much. Um.
[AGENT][POSITIVE] Because it made me do a double take too, so thank you so much, um.
[AGENT][NEUTRAL] All right, and if you'll hold on just one moment, we will get that.
[AGENT][NEUTRAL] Authorization ID for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, let's see.
[AGENT][NEUTRAL] do
[AGENT][NEUTRAL] All right, Ms. [PII], that authorization ID is 006863.
[CUSTOMER][NEUTRAL] 00863
[AGENT][NEUTRAL] 8006863.
[CUSTOMER][NEUTRAL] Oh, OK, hang on. So 006863. OK. I, I was calling from this phone because I thought it would be clearer, but we're having weather here and I think that, that my landline is sketchier than my cell phone. So 006863.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And I do apologize. It could be the, it could be the user me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, no, it's, it's, it's, it's, um, it's, there's some, some breaking in the line and so I I'm thinking, I'm thinking it has to be my lovely AT&T landline that I, they were just out here for 6 hours on Saturday, uh, and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah, got you.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else, Miss [PII], I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Uh, that is it. Thank you so much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Alright, thank you, bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.