AccountId: 011433970860
ContactId: 4183a525-a5a0-4223-a0a5-08a8647e6ca0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147610 ms
Total Talk Time (AGENT): 56293 ms
Total Talk Time (CUSTOMER): 52811 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/4183a525-a5a0-4223-a0a5-08a8647e6ca0_20250401T15:31_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] on the care team um just got a member on the line that would like to make a credit card payment.
[AGENT][NEUTRAL] OK. Policy number?
[CUSTOMER][NEUTRAL] Policy number is 996798.
[AGENT][NEUTRAL] 98.
[CUSTOMER][NEUTRAL] And I verified all of her information.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty send them on.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh yes, [PII], this is [PII]. Policy number is 00996798 and I'd like to make a payment.
[AGENT][NEUTRAL] All righty, Ms. [PII], I can help you with that. Let me get it all entered. You're wanting to make the $40.98?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All righty, perfect. All righty, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] All right, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 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][NEUTRAL] Thank you. And is [PII] a good email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alrighty, let me get this processed for you. Alrighty, Ms. [PII], that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, I think that's all. Um, how do you spell your name? [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're welcome, no problem, and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.