AccountId: 011433970860
ContactId: 48a02d04-663f-4c28-ad0b-a55bacd1927f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265540 ms
Total Talk Time (AGENT): 80295 ms
Total Talk Time (CUSTOMER): 79522 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/48a02d04-663f-4c28-ad0b-a55bacd1927f_20250204T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I have an insured mode of pay too that wants to make a credit card payment over the phone.
[AGENT][NEUTRAL] OK. No problem. Let me get that policy pulled up. What's the policy number?
[CUSTOMER][NEUTRAL] Um, it's 406-296 should be for [PII].
[AGENT][NEUTRAL] Alright, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, thank you, here she comes.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][POSITIVE] You are indeed, yes ma'am.
[AGENT][NEUTRAL] OK. I understand you would like to make your um premium payment.
[AGENT][NEUTRAL] Looks like 120.
[CUSTOMER][NEUTRAL] Yes, does your your records, your records should indicate that I paid uh via phone last month. Does that, I mean the uh couple of months ago. Does your records indicate that?
[AGENT][NEUTRAL] Yeah, we, we show that you made a payment of using a credit card.
[CUSTOMER][POSITIVE] A credit card. OK, that's great. OK, well, I'd like to do that again today.
[AGENT][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] This is today is the [PII].
[AGENT][NEUTRAL] Yeah, so you're paid to [PII] and then this payment will pay you up until
[AGENT][NEUTRAL] Um, May.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Yeah, it looks like you're on a 3 month.
[AGENT][NEUTRAL] Alright, just give it to me.
[AGENT][NEUTRAL] So that's 120.
[CUSTOMER][NEUTRAL] It's supposed to warm up today. It's supposed to warm up.
[CUSTOMER][NEUTRAL] To [PII], cause she was [PII] this morning.
[CUSTOMER][NEGATIVE] supposed to be burning up.
[AGENT][POSITIVE] All right, and I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and the expiration date?
[CUSTOMER][NEUTRAL] And the [PII].
[CUSTOMER][NEUTRAL] And [PII] is the uh code on the back.
[AGENT][NEUTRAL] All right. And last thing I need is the zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and would you like a copy of this receipt emailed to you or do you want um just the confirmation code over the phone?
[CUSTOMER][NEUTRAL] Right, you can just you can email it to me, that'd be fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me just make sure we have that on file.
[CUSTOMER][POSITIVE] Love it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's gonna get look at this.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, send that payment through now.
[AGENT][POSITIVE] And that payment was successful, so you should see that receipt in your email immediately. Um, Miss [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, ma'am, you've helped me sufficiently and I appreciate your kindness.
[AGENT][POSITIVE] Alright, well, no problem. I hope you have a great rest of your day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You do the same. OK, bye now.