AccountId: 011433970860
ContactId: 3895ead1-7314-4505-a4cd-e63c21c4149d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175550 ms
Total Talk Time (AGENT): 76139 ms
Total Talk Time (CUSTOMER): 62352 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/3895ead1-7314-4505-a4cd-e63c21c4149d_20250102T21:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII]. How are you?
[AGENT][POSITIVE] Hi [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. I have a member on the line that she would like to make a credit card payment for her policy.
[AGENT][NEUTRAL] OK, sure. What's the policy number?
[CUSTOMER][NEUTRAL] And policy number is 83808.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah did verify all the information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and the call back number is the same one in the system?
[AGENT][POSITIVE] OK perfect I'm ready.
[CUSTOMER][POSITIVE] All right, thank you. Here she comes. Have a good day.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you for holding and being patient here [PII]. I got Miss [PII] on the line. She's gonna take care of that payment for you, OK? OK, thank you. You're welcome have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII]. This is [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Good. Um, so, so let me know that you wanted to make a payment on your policy today, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can certainly help you with that. So I've got your policy information pulled up here. So it looks like we're gonna be processing a payment for $442.99. So let me enter that information in real quick.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms [PII], I'm ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is that expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then can you confirm your zip code, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you, Miss [PII]. That's everything I need. So I'm gonna go ahead and process that payment. And if you'll hold on just one moment, I'll have a confirmation number for you.
[CUSTOMER][NEUTRAL] I will OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, are you ready?
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's 07968 and the letter D as in dog.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Got it.
[AGENT][POSITIVE] All right, we've got that processed for you. Is there anything else we can help you with?
[CUSTOMER][POSITIVE] That's all. Thank you.
[AGENT][POSITIVE] OK, you're very welcome. Thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.