AccountId: 011433970860
ContactId: 30da9d6f-e086-4ae8-8019-8051ef60c564
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 819599 ms
Total Talk Time (AGENT): 425650 ms
Total Talk Time (CUSTOMER): 223418 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/30da9d6f-e086-4ae8-8019-8051ef60c564_20250502T20:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Millette Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] on the care team and I've got a member on the line who would like to make a payment.
[AGENT][NEUTRAL] OK, [PII], and who do you, what, what's the policy number?
[CUSTOMER][NEUTRAL] 603-717
[AGENT][NEUTRAL] 603-717. Let me pull that up real quick.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that is [PII]?
[CUSTOMER][POSITIVE] Yes, and I've verified her and then I have a good callback number if you need that.
[AGENT][NEUTRAL] OK, hold on just one moment, let me get there.
[AGENT][NEUTRAL] All right. What's that callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said that you verified everything and she's calling to make a payment, correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And will you give me your name again and I'll introduce you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Let, OK, perfect. OK, you ready for a let?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, Ms. [PII], I've got [PII] on the line. She's gonna help you with your payment, OK? OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII]. This is [PII] in group billing. Um, [PII] said that a good callback number for you is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. Thank you so much. And that you are calling to make a payment?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, just give me one moment, please.
[AGENT][POSITIVE] Let me log in here real quick. I do apologize.
[CUSTOMER][POSITIVE] Oh, that's great.
[CUSTOMER][NEUTRAL] you know
[AGENT][NEUTRAL] OK. Hold on just a moment. It's not.
[AGENT][NEUTRAL] I've got to be verified.
[CUSTOMER][NEUTRAL] OK, well.
[AGENT][NEUTRAL] You got a lot of these computers.
[CUSTOMER][POSITIVE] Oh yes, yes.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Uh, well.
[AGENT][POSITIVE] And I do apologize for this delay.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] I did not have my phone on and that's where they verify me through, so, mm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, I mean, it's a personal phone. I just didn't have it turned on.
[AGENT][POSITIVE] So I'm being a good person, um.
[AGENT][POSITIVE] So, just one moment, it's getting here and I do apologize again for the inconvenience.
[CUSTOMER][NEUTRAL] Mhm, that's OK, that's OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It's Friday
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh, I know exactly. I worked 33 years for the state and
[CUSTOMER][NEUTRAL] I, I know exactly what you mean.
[AGENT][NEUTRAL] Oh, [PII]. All right, let's see. They sent it to me.
[AGENT][NEUTRAL] Let's see if we will take it.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Come on now.
[AGENT][NEUTRAL] Ms. [PII] is waiting.
[AGENT][NEUTRAL] And so am I.
[CUSTOMER][POSITIVE] It takes it, it does just what it wants to do and what it don't want to do.
[AGENT][POSITIVE] Absolutely, absolutely. All right.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] 1378. All right, log in.
[AGENT][POSITIVE] I do thank you for your patience. It finally let me in. So,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so we are making a payment today of 9180, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And that is on policy 603-717.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII], and that's a quarterly payment, correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Now, I am ready, Ms. [PII], for that credit card.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK, uh, I do usually do my bank account, checking account.
[AGENT][NEUTRAL] That's fine. I mean, that's.
[CUSTOMER][NEUTRAL] I can give you the routing number.
[AGENT][NEUTRAL] What you got.
[AGENT][NEUTRAL] Oh, I'm, oh, I can't, uh, we can't pay by check, uh, check by phone.
[CUSTOMER][NEUTRAL] The r
[CUSTOMER][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] I don't know if I ever remember paying with a card before.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, that's what it looks like.
[CUSTOMER][NEUTRAL] What what number was it?
[AGENT][NEUTRAL] Uh, that I could not tell you because we do not capture all of that.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK, cause I thought that's how I pay it all the time.
[AGENT][NEUTRAL] No, ma'am. We can't, uh, we can't accept, uh, checks by phone. No, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, OK, well, did I maybe I use my, can I do the debit, my debit?
[AGENT][NEUTRAL] Yes, ma'am. That's fine.
[CUSTOMER][NEUTRAL] Well that no maybe that's what I'm gonna say.
[CUSTOMER][NEUTRAL] All righty then. OK. I was thinking I used something that had to do with the bank.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] That's quite all right, Ms. [PII]. I mean, uh, just, just, whenever you are ready, we can do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the uh expiration [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me, um,
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, make sure I got the correct number. That's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and the name on the card is [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh. Mhm. [PII] Spell is what it spelled all the, uh, they got my maiden name which is [PII]. I just usually sign it as [PII] cause I'm, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you, well, well, it might help if I spell right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you said the expiration was [PII]?
[AGENT][NEUTRAL] And that, that security code?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, the security code is [PII].
[AGENT][NEUTRAL] [PII]. And the zip code associated with that card?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] The zip code, please.
[CUSTOMER][NEUTRAL] You said it
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, [PII]. All right. Thank you so much for all of that. So today we're making a payment, a quarterly payment on policy 603-717 in the amount of $91.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] 80 cents with the card ending in [PII] with the expiration date of [PII] and the zip code is [PII].
[CUSTOMER][NEUTRAL] It's me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] 41. All right. Just one moment and I will give you that authorization.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And again, I thank you for your patience.
[CUSTOMER][POSITIVE] Oh you're welcome.
[AGENT][NEUTRAL] All right. Let's see what we have today.
[CUSTOMER][NEUTRAL] I the
[CUSTOMER][POSITIVE] Beautiful
[AGENT][NEUTRAL] All right. So that authorization ID is 051948.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, no, that's all, thank you.
[AGENT][POSITIVE] Oh, all right. Well, thank you for calling APL and you have a wonderful weekend, OK? Yes, ma'am.
[CUSTOMER][NEUTRAL] I, I, I, I don't know if you would be able to tell me or not, but I was gonna, um.
[CUSTOMER][NEUTRAL] Ask how much I just bought a new partial matter of fact, I was just at the dentist's office, uh, let me see what day was that this week.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And uh I paid uh my share, but I forgot to ask what was, what did my
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Insurance fee.
[AGENT][NEUTRAL] Well, that unfortunately, I am unable to help you with, but I can transfer you and let you talk to someone else and they'll be able to get you to uh get that information for you.
[CUSTOMER][NEUTRAL] Did we?
[CUSTOMER][POSITIVE] OK then thank you.
[AGENT][NEUTRAL] You want to be transferred then?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. I'll get you transferred and if you wanna hold on just one moment, let me see if I can get that transferred.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] And again, you have uh thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] You too, thank you. Mhm.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Mm, bye-bye.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. Um, I have Ms. [PII] on the phone. She is calling on policy 603-717, and a good callback number for her is [PII].
[CUSTOMER][NEUTRAL] Can you, I'm sorry, can you give me that policy number again?
[AGENT][NEUTRAL] It's 603-717.
[AGENT][NEUTRAL] I'm sorry, I
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][POSITIVE] Yes, ma'am. I'm sorry. I didn't mean to go so fast.
[AGENT][NEUTRAL] I was trying not to forget what I had to say.
[AGENT][NEUTRAL] And get you your information.
[CUSTOMER][NEUTRAL] OK, so she's just calling in regards to a claim?
[AGENT][NEUTRAL] Uh, yes, um, and her a good callback number for her is [PII].
[AGENT][NEUTRAL] She initially called to make a payment, so I've made the pay I'm getting that, got that taken care of and then she asked about um
[AGENT][NEUTRAL] How much her partial will cost.
[AGENT][NEUTRAL] Or will be paid on a partial.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much and you have a wonderful day, OK? Thank you. All right. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You too.