AccountId: 011433970860
ContactId: 2b53d8fa-b3cf-4c30-900b-9fdb0e91737e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 539880 ms
Total Talk Time (AGENT): 239538 ms
Total Talk Time (CUSTOMER): 153824 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/2b53d8fa-b3cf-4c30-900b-9fdb0e91737e_20250103T21:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] with billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team. How are you today?
[AGENT][NEUTRAL] I'm doing fine [PII] how are you?
[CUSTOMER][POSITIVE] Hey, I'm so wonderful. Thank you very much for asking. I have a very sweet lady on the line and she wants to make a payment on her policy with us.
[AGENT][NEUTRAL] All right. I can help her with that. What is her name?
[CUSTOMER][NEUTRAL] Her name, it's um their initials. It's [PII], so I've just been calling her Miss [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the policy number is 83743.
[AGENT][NEUTRAL] 837-43 and a good call back number on her please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yep, it's gonna be [PII].
[AGENT][NEUTRAL] And she's calling to make a payment, right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, and that is that policy up.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Just to make sure I've got everything.
[AGENT][NEUTRAL] I'm supposed to written down and.
[AGENT][NEUTRAL] All right. So she's 149, 10?
[CUSTOMER][NEUTRAL] What? 1:49 10?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, the amount. OK. Yes, I didn't look at that and I thought that was like the I was like, no, the policy number is not that.
[AGENT][NEUTRAL] I know I've lost it too, so don't worry about it. I, I, I've lost it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, if you don't mind, I'll, I'll introduce you when we join, OK, Moet.
[AGENT][NEUTRAL] So you can send her on.
[AGENT][POSITIVE] OK. Thank you, [PII]. You have a good day, honey.
[CUSTOMER][POSITIVE] Thank you. My, you too, thanks.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], are you still there with us? I am.
[CUSTOMER][POSITIVE] Hey, thank you so much for your patience. I have Ms. [PII] on the line and she is going to be able to help process that payment for you, OK? Thank you. My pleasure y'all enjoy.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] in group billing. Allie said that you're wanting to make a payment on policy 83743 and the amount of 14,910.
[CUSTOMER][NEUTRAL] No, I want to pay uh.
[CUSTOMER][NEGATIVE] I want to pay uh oh sorry I want to pay 298 20 for 6 months.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] All right, I can help you with that. And I understand a good callback number for you is [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct, that's correct.
[AGENT][POSITIVE] All right, thank you so much. And if you'll hold on just one moment, let me get this.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Logged back in here.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] We will
[AGENT][POSITIVE] And I will be able to get that payment for you.
[AGENT][NEUTRAL] Whoops
[AGENT][NEGATIVE] And why won't let me do that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] 29,820.
[AGENT][POSITIVE] Alright, one moment, it's coming up and I do apologize and again I thank you for your patience.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Oops, that ain't gonna work.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] But.
[AGENT][POSITIVE] Oh, Miss [PII], I think I've just about got you.
[AGENT][NEUTRAL] That was 6 months.
[AGENT][POSITIVE] All right. And I am ready when you're ready for that credit card, please.
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Expiration [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just a moment, let me get there. I wanna read this card back to you just in case. [PII].
[CUSTOMER][NEUTRAL] So I don't know.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the um.
[AGENT][NEUTRAL] Code, please?
[CUSTOMER][NEGATIVE] I'm not supposed to give the code, they say. I don't know why you're asking for it, but they say you don't, don't give your security code.
[AGENT][NEUTRAL] Um, I, I can't process the payment without it.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] We don't capture this information, I promise you, OK? Uh, just to rest assured we do not.
[AGENT][NEUTRAL] And your zip code associated with it?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now we're making a payment today of 29,820.
[AGENT][NEUTRAL] On policy 83743.
[AGENT][NEUTRAL] With the card ending in [PII].
[CUSTOMER][NEUTRAL] Wait a minute. What, what, wait a minute, what you said the number is?
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Uh-huh. Oh, you were getting the, OK, you gave the reference number.
[AGENT][NEUTRAL] Is 8
[AGENT][NEUTRAL] No, ma'am. I haven't given you the reference number yet. I'm just letting you know what we're doing so I got my information correct.
[CUSTOMER][NEUTRAL] Was it
[CUSTOMER][NEUTRAL] OK, well, what's, OK, well, what's your, the policy number I think is not the number I gave her the the the number that you just gave, but it looks like you you say 837-43.
[AGENT][NEUTRAL] Yes, ma'am. That's the, that's the number we use.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, that's the reference number.
[AGENT][NEUTRAL] That's your reference number. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] With the card ending in [PII]?
[AGENT][NEUTRAL] Expiration is [PII].
[AGENT][NEUTRAL] The security code is [PII].
[AGENT][NEUTRAL] With the zip code of [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] All right. Thank you so much. And if you'll hold on just one moment, Ms. [PII], I will, um, give you.
[AGENT][NEUTRAL] That authorization code.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's coming up. I do apologize. These computers won't take their time.
[AGENT][POSITIVE] All right. When you're ready, I'm ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] All right. That is going to be 209.
[AGENT][NEUTRAL] 014.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Miss [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Oh, I see you in July.
[AGENT][POSITIVE] All right, Ms. [PII]. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Thank you, happy new year.
[AGENT][POSITIVE] Happy New Year to you.