AccountId: 011433970860
ContactId: 27e7d976-5d03-49c2-857a-baea63d338fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326769 ms
Total Talk Time (AGENT): 98515 ms
Total Talk Time (CUSTOMER): 73875 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/27e7d976-5d03-49c2-857a-baea63d338fc_20250605T22:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team.
[AGENT][NEUTRAL] Hey, what's up?
[CUSTOMER][NEUTRAL] Girl, I'm sorry about earlier. I don't know what happened. My Wi Fi just like wigged out.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I just like wake out. I know you're fine. I was like, hello, hello.
[CUSTOMER][POSITIVE] I know that was so weird. I'm so sorry. I felt awful. um, well this one's easy.
[AGENT][POSITIVE] It was so weird. I'm so sorry. No, it's not your fault this one's easy.
[CUSTOMER][NEUTRAL] I just have an individual we're wanting to make a payment.
[AGENT][NEUTRAL] I just have an individual wanting to make a payment. An individual.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, right, what's the name and the policy number?
[CUSTOMER][NEUTRAL] Uh, we're speaking with [PII]. Uh, policy number is 025592777.
[AGENT][NEUTRAL] Uh, we're speaking with [PII]. Uh, policy number is 025592.
[AGENT][NEUTRAL] 6564. OK, you can go ahead and send over.
[CUSTOMER][POSITIVE] All right, thanks, [PII] have a good night. Bye bye.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I'm sorry, is the callback number the one on the OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[AGENT][NEUTRAL] Uh, is there
[AGENT][POSITIVE] OK OK got it thank you.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I understand you wanted to go ahead and make your quarterly payment for 65, 64, is that correct?
[CUSTOMER][NEUTRAL] Let me go ahead, since we're in the middle of the summer, let me go ahead and do till December.
[AGENT][NEUTRAL] OK, OK, give me one second.
[CUSTOMER][POSITIVE] Yes, that way I don't have to call again another 3 months, so you know what, let me just do 6 months and I can take a break.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So we'll do 1:30, 128.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm just getting some information entered so I can take your payment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, what do you need from me?
[AGENT][NEUTRAL] Uh, the, I'm ready for the card number.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, OK. Here, let me give it to you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the 3 digit security code?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And last thing I need is the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and would you like a copy of the receipt emailed to you or did you just want the confirmation number over the phone?
[CUSTOMER][NEUTRAL] Uh, you can send it to me. Can you send it to me via email?
[AGENT][NEUTRAL] Yeah, let me grab that email address.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty.
[AGENT][POSITIVE] Just submitted that payment was successful and uh that'll get your policy paid to December. [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be it. Thank you.
[AGENT][POSITIVE] No problem you have a great weekend.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye.