AccountId: 011433970860
ContactId: 3946428b-1f2d-4f68-8bd3-1be37bc7d8d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303359 ms
Total Talk Time (AGENT): 92114 ms
Total Talk Time (CUSTOMER): 189649 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/3946428b-1f2d-4f68-8bd3-1be37bc7d8d7_20250311T19:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is even in the Midland claims department. I have a um member on the line. She said that she's calling to make a premium payment.
[CUSTOMER][NEUTRAL] For her policy, her policy number is 00998115, Ms. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, here she is. Thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII], was that your name, hon? [PII]? I'm [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I'm calling to make a, uh, payment for a premium period, um.
[CUSTOMER][NEUTRAL] March through
[CUSTOMER][NEUTRAL] May it looks like due date [PII].
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] All righty. Let me get it all entered real quick and I can take that payment for you.
[CUSTOMER][NEUTRAL] So we're calling
[CUSTOMER][NEUTRAL] OK. Where are you at, [PII]?
[AGENT][NEUTRAL] I am in, yeah, I work from home, but I'm in [PII].
[CUSTOMER][NEUTRAL] Be at home.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, [PII]. I knew it was somewhere south. It sounded like we're in [PII].
[CUSTOMER][NEUTRAL] We're in [PII]. We lived in [PII] and [PII].
[AGENT][POSITIVE] Oh yeah, we got that natural draw.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, well, we're from [PII], so uh when we go up there originally we're from there, um, but we've lived on both coasts and everything and when we moved to the south though for we've been here longer than anywhere, you know, 46 years in this house, um.
[CUSTOMER][NEUTRAL] And are people up in north in in [PII] saying, oh, you have an accent, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Alright Miss [PII], you want to pay?
[CUSTOMER][NEUTRAL] I said, you mean your dog?
[AGENT][NEUTRAL] Do what?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I said you mean when we say y'all that's it.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Um, you're wanting to pay the $45.60?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Oh, OK, it can be a card I guess. um, I was just gonna give you a checking account number. I think I paid with a checking account before, no.
[AGENT][NEUTRAL] Well, when we, when we, when we take the payment over the phone, it's a credit card or debit card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, can you hang on just a sec? You don't have one with you.
[CUSTOMER][NEGATIVE] The only one I have sitting here is Macy's and that won't work.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I will be with them.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So I gotta call them just a minute.
[CUSTOMER][NEUTRAL] The Mississippi girl, what part? Our, our brother was military, he's lived in several states, but he, Mississippi, let me see. He was down by the coast, I guess.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] He was probably at [PII] on the coast. It's on the coast.
[CUSTOMER][NEUTRAL] [PII], where's that?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, now he's in [PII] now moving to [PII]. They're, you know, he's retired army, but.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, um, so I'm in a small town called [PII], um,
[AGENT][NEUTRAL] It's kind of, it's, it's so, yeah, it's south. We're about 1 hour from [PII] and about 1.5, 2 hours from the coast.
[CUSTOMER][NEUTRAL] What? How long the cut.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, well, that, that's about right, you know, you don't get too much of some of that stuff can dissipate maybe by the time it gets to you, you know, it comes up out of the.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, a little bit. Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, well, we we like it there've been through there many times, um, OK, [PII], we've got um.
[CUSTOMER][NEUTRAL] Oh, well, can you take a debit card? Wait a minute. OK, that's what I pulled out here.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, OK, we've got, uh.
[CUSTOMER][NEUTRAL] Number [PII].
[AGENT][NEUTRAL] All right. The name on the card?
[CUSTOMER][NEUTRAL] And expires [PII].
[CUSTOMER][NEUTRAL] Um, this one is [PII], middle initial, um, [PII].
[AGENT][NEUTRAL] Alright, and the expiration date?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And is [PII] a good email address to send this confirmation number to?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] You wanna just tell.
[AGENT][POSITIVE] All right, that's been processed and you'll receive that confirmation number shortly. Um, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, no, just have a great day and God bless you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you as well.
[CUSTOMER][POSITIVE] Alright [PII], thanks.
[AGENT][NEUTRAL] All right, bye.