AccountId: 011433970860
ContactId: 35984869-d3df-47fa-9ed4-0d194e36b5ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307850 ms
Total Talk Time (AGENT): 121157 ms
Total Talk Time (CUSTOMER): 101329 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/35984869-d3df-47fa-9ed4-0d194e36b5ea_20250116T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is London customer services. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good. I have an insured on the phone that's wanting to make a payment on her account.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] 969-896 [PII].
[AGENT][NEUTRAL] Alright you can send it to me.
[CUSTOMER][NEUTRAL] OK, let me pull this thing back up real quick.
[CUSTOMER][POSITIVE] Alright, here she is and thank you [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to pay on um an account.
[AGENT][POSITIVE] OK, I can help you with that. Let me get everything pulled up and I can take that payment for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, and how much are you wanting to pay?
[CUSTOMER][NEUTRAL] Uh, the [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. Uh, hang on one second.
[CUSTOMER][NEUTRAL] Is there a way I can have access to the account online as well?
[AGENT][NEUTRAL] I just threw my earpiece across the room.
[AGENT][NEUTRAL] Um, repeat what you asked.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I was, uh, do you all have uh access to the account online?
[AGENT][NEUTRAL] Access to what account online?
[CUSTOMER][NEUTRAL] Uh, well, I have a policy with you guys and do I have access, like can I log in online with the username and password?
[AGENT][NEUTRAL] You can, but at the individual level we are not set up to make payments online for individuals.
[CUSTOMER][NEUTRAL] OK, but I can log in to.
[CUSTOMER][NEUTRAL] Uh, look at the account, I mean it will show that you know my policy is active or you know whatever I wanna look at or.
[AGENT][NEUTRAL] Yeah, yes, ma'am. I mean, it'll show you what policy you have. You'll be able to find, um, like your ID card and um that sort of stuff you can file claims on the online, um, things like that.
[CUSTOMER][NEUTRAL] OK, OK, so all I need is my policy number. I don't need anything else, right?
[AGENT][NEUTRAL] Um, you'll need, let's see, let me.
[AGENT][NEUTRAL] Let me look to see what all the individual.
[AGENT][NEUTRAL] requires.
[AGENT][NEUTRAL] Individual, OK, you'd need your last name as it is in our system, um, your social security number, the zip code that we have on file for your address, um, the email that we have on file, and then your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alrighty, sounds good.
[AGENT][NEUTRAL] All right. And I'm ready for that card number, [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. 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] [PII]
[AGENT][POSITIVE] Perfect and I have the email address [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] All righty, [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] Oh right
[CUSTOMER][NEUTRAL] Uh, yeah, what's, uh, the, uh, the website for uh, you guys? Is it just, uh.
[AGENT][POSITIVE] You'll do secured. No, ma'am, secured, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And from there you'll set your account you'll click on new user and set your account up.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] OK. Sounds good. Thank you so much.
[AGENT][POSITIVE] All right. You're welcome, [PII], and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you, bye.
[CUSTOMER][NEUTRAL] Mhm.