AccountId: 011433970860
ContactId: 4bae8640-fd23-40dc-8af6-380a18a24d32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303989 ms
Total Talk Time (AGENT): 120392 ms
Total Talk Time (CUSTOMER): 88696 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/4bae8640-fd23-40dc-8af6-380a18a24d32_20250320T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] in customer service. I have an insured on the line. Hey, and she wants to make a credit card payment on her uh policy.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] Apologize, let's see.
[AGENT][NEUTRAL] You have that policy number?
[CUSTOMER][NEUTRAL] 931-209
[AGENT][NEUTRAL] And oops.
[AGENT][NEUTRAL] Sorry, I was trying to get logged into the site.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And what was the name?
[CUSTOMER][NEUTRAL] A German.
[AGENT][NEUTRAL] And you already gave me that. Do you have a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, I'm ready for whenever you are.
[CUSTOMER][NEUTRAL] Alright, and let me ask you this, she was asking if she could pay online every month. We don't allow that, do we?
[AGENT][NEUTRAL] No, but we do, um, do auto draft for individuals, so if she would like to set that up we can do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, I asked her that and she said she did not want to do a bank draft. She wanted to be able to go on there and pay with her credit card and I did not think that was an option and I told her it was not. I wanted to make sure, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I don't believe it is. Hold on a second, individuals, let me just ask this question and then they can answer probably while I'm on the phone with her pay on.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready for a win.
[CUSTOMER][NEUTRAL] OK, and she, she does know she's paying January, February and March. Just let you know that. OK, I think that's everything. All right, here she comes. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the billing department. I understand you're wanting to make a payment on your uh policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, let me just confirm that policy number with you. I have 931209.
[CUSTOMER][NEUTRAL] Yes ma'am, that's it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And were you wanting to make a quarterly payment?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So that's gonna be 4260. It's gonna be 12,780.
[CUSTOMER][NEUTRAL] Yeah, and that'll pay through March, right?
[AGENT][NEUTRAL] Um, I believe so. Let me take a look at that.
[AGENT][NEUTRAL] Yes ma'am. Well, let's see, look at you 234, yes ma'am, all the way through March.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] OK, yeah, that's what I wanna do.
[AGENT][NEUTRAL] All righty, let's see. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me turn this volume up a little bit. I'm having a hard time hearing you. There we go. All right, your expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, you're here in [PII] with us.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh y'all are in [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, so it's a charge of amount of 12,780.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, once I have this processed I'll have an authorization number for you.
[CUSTOMER][NEUTRAL] OK, and can you email me a a receipt too?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. The authorization number is 020.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 67 P as in Paul.
[AGENT][NEUTRAL] And what is a good email address for you?
[CUSTOMER][NEUTRAL] Um, you can send it to [PII].
[AGENT][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, it should be on its way. Was there anything else I could help you with while we're on the phone?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right, well thank you very much for calling APL and I hope you have a great rest of your week.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thanks. Bye bye.
[CUSTOMER][NEUTRAL] OK.