AccountId: 011433970860
ContactId: 3a284d96-8b0d-4384-a6e9-3135e6c5367f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324779 ms
Total Talk Time (AGENT): 124132 ms
Total Talk Time (CUSTOMER): 92339 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/3a284d96-8b0d-4384-a6e9-3135e6c5367f_20250613T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] Good, it's [PII].
[CUSTOMER][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] Um, well, I've got a member on the line he's just needing to make a payment on her policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] That is 494-599.
[AGENT][NEUTRAL] OK, um, and who are we speaking with?
[CUSTOMER][NEUTRAL] We are speaking with [PII].
[AGENT][NEUTRAL] OK, and is a callback number, uh, the one that's on the screen, the [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] All right, uh, you can go ahead and send her over.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I understand you'd like to go ahead and make a payment on your account today. Is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Alright, did you, uh, want to just pay the one month for 476 or did you want to pay more?
[CUSTOMER][NEUTRAL] Um, actually, can I do?
[CUSTOMER][NEUTRAL] Um, this month and next month.
[AGENT][NEUTRAL] OK, yeah, you want to go and pay 2 months.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so that'll be 9:52. And let me just get that information entered in and I'll be ready to take your payment in just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this isn't gonna um like I would still have the automatic draft still coming out, right?
[AGENT][NEUTRAL] Uh, let me
[CUSTOMER][NEUTRAL] Cause the reason I'm having to pay it today is because um.
[CUSTOMER][NEUTRAL] The the normal account, the account that I normally use it didn't have the money in it.
[CUSTOMER][NEGATIVE] And so it wouldn't, it didn't go through, so today I just wanted to use a different account, but I don't wanna stop the other.
[CUSTOMER][NEUTRAL] But what I've got set up already.
[AGENT][NEUTRAL] OK, and are you still with the same uh bank, and if you want, can you do, can you confirm the last four digits of the account number just so I can make sure that's what we have on file.
[CUSTOMER][NEUTRAL] It's like I I.
[CUSTOMER][NEUTRAL] The one that I was using is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But that's not what I want to use today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just for this payment.
[AGENT][NEUTRAL] OK, so, um, to change your bank account we'll have to send you a form for you to fill out and send back to us, um, and you can either like scan it and email it or you can um fax it or just mail it back, um, but to take a payment over the phone it'll have to be with a credit or debit card so um but you pay your policy is.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[AGENT][NEUTRAL] OK, OK, I was gonna say your policy is paid till [PII], so, um, if you wanted to wait, um, until you get the bank change, you could, but if you wanna go ahead and just pay, um, with a credit card today, we can do that.
[CUSTOMER][NEUTRAL] OK, I'll, I'll still just pay it today and leave what I've got set up already.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so 9:52 and that'll pay you to September, so your next payment won't be until um the end of August.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Alright, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and the expiration date?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And last thing I need is the zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And did you want a copy of the receipt emailed to you?
[CUSTOMER][NEUTRAL] Uh, yes, that's fine.
[AGENT][NEUTRAL] OK, and do you want to send it to [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Alright, that payment was successful, [PII]. Is there anything else I can do for you today?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] No problem. Thank you for calling APL. Hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You too.