AccountId: 011433970860
ContactId: 28bc50f2-cf6c-4da8-85b4-1a6f9439cf28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303899 ms
Total Talk Time (AGENT): 94671 ms
Total Talk Time (CUSTOMER): 85415 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/28bc50f2-cf6c-4da8-85b4-1a6f9439cf28_20250310T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You say [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, Miss [PII], it's kind of, it was kind of fuzzy there for just a minute. All right, Miss [PII], this is [PII] in customer service. I have policy number 714976.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yes ma'am. Alright, so Miss [PII] was transferred to me from the care team. They verified all the information.
[CUSTOMER][NEUTRAL] Uh, Ms. [PII]'s policy was termed for lack of payment, but I have activated the policy again, and she would like to make a payment by phone to get it paid, you know, paid up to today.
[AGENT][POSITIVE] OK, I can help her with that.
[CUSTOMER][POSITIVE] You are awesome. I'm adding my notes now, but it is active.
[AGENT][POSITIVE] OK, awesome, thank you.
[CUSTOMER][POSITIVE] All right. Thank you, dear. Have a good day.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I understand you'd like to make a payment on your uh policy. It looks like your biannual is 17,160.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, that'll be fine.
[AGENT][NEUTRAL] OK, alright, let me get some information entered in and I'll be ready to take that payment in just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And that was [PII].
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK. It's [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 security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And last thing I need is the zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And would you like a copy of the receipt emailed to you or um did you need like a uh author a confirmation code?
[CUSTOMER][NEUTRAL] Uh, you can email me a receipt. It'll be fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The confirmation code will be on that, right?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, yeah, just do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and I have [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, submit that payment now.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] All right. And I.
[AGENT][NEUTRAL] May have put the card number in wrong cause it's saying uh
[AGENT][NEUTRAL] Um, like it, the payment didn't go through. So, uh, would you mind reading me that card number one more time just so I can make sure I got it entered in correctly?
[CUSTOMER][NEUTRAL] OK
[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] OK, and the security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and the zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, it did go through that time, so I'm gonna send the card number. Alright, is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Nope, that'll get it.
[AGENT][POSITIVE] All right, well, it was a pleasure assisting you and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.