AccountId: 011433970860
ContactId: 3e6f023f-e6bd-4f57-8f6e-d5e014686689
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150860 ms
Total Talk Time (AGENT): 48983 ms
Total Talk Time (CUSTOMER): 61672 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/3e6f023f-e6bd-4f57-8f6e-d5e014686689_20250214T20:17_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 [PII]. I have a member on the line that needs to make a premium payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number is 731,060.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, and um let me give you the callback number because it is different from the system. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, you can send it to me.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Ms [PII]. I've got Miss [PII] on the line. Uh, she's gonna assist you with the payment. OK, thank you. You're welcome. Have a good day.
[AGENT][POSITIVE] Hey, Miss [PII], let me get this all entered real quick and I'll take that payment for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You want to make the um $116.70?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] Uh, it is, sorry about that, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, thank you. And is [PII] a good email to send the confirmation number to?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I've got that processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh, that's it. Thank you.
[AGENT][POSITIVE] All right. Thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] OK, OK, bye.
[AGENT][NEUTRAL] Bye.