AccountId: 011433970860
ContactId: 324291b3-a114-4bb5-891f-3eba5585d055
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154820 ms
Total Talk Time (AGENT): 60500 ms
Total Talk Time (CUSTOMER): 54987 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/324291b3-a114-4bb5-891f-3eba5585d055_20250513T15:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I have a call that was just transferred to me for somebody to make a payment um on their policy and apparently care team verified the information.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Yeah, do you have any
[AGENT][NEUTRAL] Information?
[CUSTOMER][NEUTRAL] Yeah, his policy number is 703-855.
[CUSTOMER][NEUTRAL] That's for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, you can send them to me.
[CUSTOMER][POSITIVE] All right, thank you, dear.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, is this billing?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, I was gonna make a payment on my account.
[AGENT][POSITIVE] All righty, I can help you with that, Mr. [PII]. Let me get it all entered real quick and I will take that payment for you.
[AGENT][NEUTRAL] You want to make the 3 months of 17,250?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, let me.
[AGENT][NEUTRAL] Get back to my other screen.
[AGENT][POSITIVE] All righty, Mr. [PII]. I'm ready for that card number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And is [PII] a good email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, let me get this processed for you. Alrighty, Mr. [PII], that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alrighty. Well, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye.