AccountId: 011433970860
ContactId: 3813b4e9-6817-4fd1-860a-0ffd37513101
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 543880 ms
Total Talk Time (AGENT): 212826 ms
Total Talk Time (CUSTOMER): 134980 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/3813b4e9-6817-4fd1-860a-0ffd37513101_20250417T16:58_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], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good how are you today?
[CUSTOMER][POSITIVE] Doing good thank you. I've got a member on the line. He just wanting to make a payment on their policy.
[AGENT][NEUTRAL] Sure. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. That is 626-823.
[AGENT][NEUTRAL] 626-823, sweetie.
[CUSTOMER][NEUTRAL] 626-823, yes.
[CUSTOMER][NEUTRAL] And we are speaking with uh [PII].
[AGENT][NEUTRAL] OK, thank you and uh did you get a callback number for him, honey?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you can, and I'm talking to [PII]. OK, hon, you can send it to me, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right thank you have a good rest of your day.
[AGENT][POSITIVE] You too. Thank you, hon.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, ma'am. This is [PII]. I work in our building department with APL. Uh, how are you doing today?
[CUSTOMER][POSITIVE] Doing pretty good. How about you?
[AGENT][POSITIVE] I'm doing well, thank you so much for asking. I understand you want to make a payment, is that right?
[CUSTOMER][NEUTRAL] Yeah, I got 3 or 4 policies I need to make payment on 4 of them.
[AGENT][NEUTRAL] Alright, OK, give me one moment, Miss [PII], trying to get signed into my thing.
[AGENT][NEUTRAL] OK, so I've got one policy number for [PII] that she gave me the 626-823. Are you paying 1971917 for that?
[CUSTOMER][NEUTRAL] Yes. That's for 3 months, right?
[AGENT][NEUTRAL] Yes, ma'am, I did.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] What's your other policy number? Do you have that?
[CUSTOMER][POSITIVE] Yes, I got a lot more.
[CUSTOMER][NEUTRAL] OK. Uh 9.
[CUSTOMER][NEUTRAL] W
[CUSTOMER][NEUTRAL] T as in Tiger.
[CUSTOMER][NEUTRAL] 193479.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the name on this policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, thank you. OK, and I see that.
[AGENT][NEUTRAL] The same address. Can you verify that for me, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thanks ma'am, and then.
[CUSTOMER][NEGATIVE] So no.
[AGENT][POSITIVE] Uh, oh, thank you, sweet. And [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII] something. I don't know but yeah and all that.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Alright, well, we've got that other information. OK, so actually for this one it's gonna be um $15.66.
[AGENT][NEUTRAL] Is that what you're paying for this one? OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you for that. And you said you have 4 policies. What's the other policy number you have, ma'am?
[CUSTOMER][NEUTRAL] 9 W T as in Tiger 193.
[CUSTOMER][NEUTRAL] 469.
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. OK, and the name on this policy?
[CUSTOMER][NEUTRAL] Last tomorrow.
[AGENT][NEUTRAL] [PII], OK, same address?
[CUSTOMER][NEUTRAL] Same address.
[AGENT][NEUTRAL] Alright, let me see how much the premium is.
[AGENT][NEUTRAL] OK, this one's gonna be 2499.
[AGENT][NEUTRAL] And you have one more, is that right?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What is that
[CUSTOMER][NEUTRAL] 9 W.
[CUSTOMER][NEUTRAL] 9 W T as in Tiger 193476
[AGENT][NEUTRAL] Because that was, I'm sorry, I, I got a little bit behind. Repeat that for me, please. I got 9 WT what was after that?
[CUSTOMER][NEUTRAL] 193476
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And this is gonna be for [PII]. What's the state, do you have his date of birth?
[CUSTOMER][NEUTRAL] At what?
[AGENT][NEUTRAL] Do you have his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Something
[AGENT][NEUTRAL] Alright, so this is gonna be for [PII]. OK. Alright, so that brings to a total, just a moment.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Is that grand total for us.
[AGENT][NEUTRAL] Alright, so I got 8616, but I'm gonna do that again, just to make sure I'm right, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I got that again. All right, Miss [PII].
[AGENT][POSITIVE] I'm almost ready for your party.
[CUSTOMER][NEUTRAL] Card number?
[AGENT][NEUTRAL] Yes, ma'am, give me one moment. um, yeah, you're good, you're good. I had to sign into a different thing. I thought I was already signed in and I was not. I apologize.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so we're paying 8616.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, I am ready for your card number, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And the expiration date, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and what's the security code, the 3 digit security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and give me the zip code please, Ms. [PII].
[CUSTOMER][NEUTRAL] 1
[AGENT][NEUTRAL] What is the zip code for the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, I'm gonna submit that payment for $86.16 OK?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Ma
[AGENT][NEUTRAL] OK, let me give you, would you like a confirmation number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm pulling that up for you, give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me know when you're ready. I won't give that to you.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it says the confirmation number is gonna be 273616.
[CUSTOMER][NEUTRAL] Gonna be what?
[AGENT][NEUTRAL] 273.
[CUSTOMER][NEUTRAL] Wait a minute. What did you say?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 273
[AGENT][NEUTRAL] Yes, ma'am. 273-616.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] You got it. OK. Well, is that all that I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, can I get some ID cards sent out?
[AGENT][NEUTRAL] Um, let me see if they have ID cards.
[AGENT][NEGATIVE] It is. I don't believe that they do.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEGATIVE] Yes, ma'am. They do not.
[AGENT][NEUTRAL] Let me, let me, let me double check my information. I do not want to tell you wrong. Give me just one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. So, let me place you on a brief hold. I need, I just wanna verify that I'm correct. Do you mind if I place you on hold so I can ask for you?
[AGENT][NEUTRAL] About the ID cards, OK, thank you. Hang on just a moment for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.