AccountId: 011433970860
ContactId: 354a6916-f5a6-4d8c-b8cd-f98d7baca6b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501290 ms
Total Talk Time (AGENT): 195789 ms
Total Talk Time (CUSTOMER): 216334 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/354a6916-f5a6-4d8c-b8cd-f98d7baca6b3_20250311T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][NEUTRAL] Hi, I'm well. How about yourself?
[CUSTOMER][POSITIVE] I'm good, thank you. Um, I have a member on the line that would like to make a premium payment with her policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, what's that policy number?
[CUSTOMER][NEUTRAL] It's 772-751.
[AGENT][NEUTRAL] And their name?
[CUSTOMER][NEUTRAL] Miss, I got Miss [PII] on the line.
[AGENT][NEUTRAL] I'm sorry, what was that? [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] If I could learn to there we go. Oh goodness gracious.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me just get signed in here quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the number on the screen, the callback number?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] Awesome alright I'm ready for whenever you are.
[CUSTOMER][POSITIVE] OK, here she comes. Thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] and billing. How are you today?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] I understand you're wanting to pay your, your policy.
[CUSTOMER][NEUTRAL] Oh yeah, my, yeah.
[CUSTOMER][NEUTRAL] My policy number, uh, let's see, OK, 00.
[AGENT][NEUTRAL] All right. No, no, it's OK. I have it. She gave me 7772751.
[CUSTOMER][NEUTRAL] You what now?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 75, yeah, mhm.
[AGENT][NEUTRAL] I apologize there's a little bit of a delay in our call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see. And how much were you wanting to pay today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I usually pay it quarterly, but uh I think maybe if I can take it out of my check every I mean by bank every month it'd be easier for me.
[AGENT][NEUTRAL] Alright, would you like to pay it quarterly today and then set that up or would you like to just set that up now?
[CUSTOMER][NEUTRAL] Can you do that?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I can set that up now pay and pay it.
[CUSTOMER][NEGATIVE] Pay what I owe now. Well, this is for the next 3 months, right?
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] Cause I've been paying it quarterly.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] To be January, February March and get it through the but I'd rather pay it monthly. I can keep up with it better.
[AGENT][POSITIVE] All right. Well, I, I'm gonna take care of this payment for you and unfortunately, that'll have to be someone else, but I will make sure they can do that very quickly for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let me just fill out this information real quick and then I'll be ready to take that card number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When in there.
[AGENT][NEUTRAL] OK. All right, I have a charge the amount of 18,480 and all right, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, the expiration?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 99
[CUSTOMER][NEGATIVE] Of 24, 26, I can't hardly read it.
[CUSTOMER][NEUTRAL] Hold on, let me see, I think it's 26.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] You found the class.
[CUSTOMER][NEUTRAL] I heard of them.
[CUSTOMER][NEUTRAL] I think it's 26.
[AGENT][NEUTRAL] OK. I'll give that a try. And what's that security code?
[CUSTOMER][NEUTRAL] Uh, let me see, let me turn it over.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Let me get that processed and I'll have a um authorization.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, let's see, service not allowed card type cannot be processed. Um, and for what type of card is that you're using?
[CUSTOMER][NEUTRAL] You what now?
[AGENT][NEUTRAL] What type of card are you using?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Citizens
[AGENT][NEUTRAL] It's telling me here that this.
[CUSTOMER][NEUTRAL] Oh, visa, I think.
[AGENT][NEUTRAL] It's a visa. Maybe that expiration is, is incorrect because it's telling me that services, service is not allowed, so it might be that that expiration is not correct.
[CUSTOMER][NEUTRAL] The what?
[CUSTOMER][NEUTRAL] It's Mastercard, Mastercard.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, did you say 8? I apologize. I put 8. I mean, I put 9.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's try this.
[CUSTOMER][NEUTRAL] Oh, OK, it's [PII].
[AGENT][NEUTRAL] All right, let's see if that goes through. There it goes. I had, I had a 9 in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I might have said no, I don't know.
[AGENT][POSITIVE] It's all right. We got it figured out. All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's see.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It's pulling up an authorization number for me.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] All right, the number I have been given is 011.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 12 Z as in zebra.
[CUSTOMER][NEUTRAL] 12
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 0111 what? 2?
[AGENT][NEUTRAL] 2 and then the letter Z as in zebra.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Would you like that sent to you in an email?
[CUSTOMER][NEUTRAL] Uh, I can't, I don't have an email address, so I'm, I'm old school.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, there's nothing wrong with that.
[CUSTOMER][NEGATIVE] Right. I'm [PII] old, so I don't want to learn that, all that crap.
[AGENT][NEUTRAL] Alright, let me get you over to.
[AGENT][MIXED] Well, I can't say I don't blame you. I wish I didn't have to worry about it myself.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Right
[AGENT][POSITIVE] Alright, what I'm, what I'm gonna do is get you over to customer service so that we can get it set up for you, uh, to come out monthly, right?
[CUSTOMER][NEUTRAL] OK, alright, so.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][NEUTRAL] One moment. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you. Excuse me. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I have um a customer on the line. I just took a payment, her quarterly payment, but she's wanting to set up, uh, monthly payments from this point like after, you know, the next invoice.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] The bank
[AGENT][NEGATIVE] And I am unable to do that.
[CUSTOMER][NEUTRAL] OK, I got your, OK, what's that policy number, dear?
[AGENT][NEUTRAL] Yes ma'am, bank draft, yes ma'am.
[AGENT][NEUTRAL] It's 772-751.
[AGENT][NEUTRAL] She's been verified and her name is [PII].
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEGATIVE] Throats are scratchy and itchy and yucky today.
[CUSTOMER][NEUTRAL] OK, let's see. 772751.
[CUSTOMER][NEUTRAL] And what's her name, [PII]?
[AGENT][NEUTRAL] Her name is [PII], yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, what's the same take forever. Oh my goodness.
[CUSTOMER][NEUTRAL] All right, any day now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's a beneficiary.
[CUSTOMER][NEUTRAL] Alright, I, all I can do is, I mean, we, I'm thinking out loud, not telling you, I'm thinking out loud. I'll, I'll just email them or mail have the method of payment letter mailed to them, not messing up pay form. They're gum. All right, thank you, dear. Put this on that through. Oh.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] I have [PII] on the phone and she's gonna help you out with that bank draft.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Yes, ma'am. You have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. All right.
[AGENT][NEUTRAL] Mm. Goodbye.