AccountId: 011433970860
ContactId: 4f489ba6-6b63-4ac0-a65b-854fbbf645c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227690 ms
Total Talk Time (AGENT): 66945 ms
Total Talk Time (CUSTOMER): 58715 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/4f489ba6-6b63-4ac0-a65b-854fbbf645c5_20250613T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][NEUTRAL] Hey, so what's up?
[CUSTOMER][NEUTRAL] Hey, I have a member that needs to pay her, um, premium. It's, it's a personal account. Um, the policy number is 774986.
[AGENT][NEUTRAL] 774
[AGENT][NEUTRAL] And who are we speaking with?
[CUSTOMER][NEUTRAL] I got Miss [PII] on online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] $19.
[AGENT][NEUTRAL] OK, let me make sure um that Clover is working really quickly because we're having issues with it yesterday. It was down.
[CUSTOMER][NEUTRAL] Uh, yeah, mhm, OK.
[AGENT][NEUTRAL] I think it's 14.
[CUSTOMER][NEUTRAL] It's Friday, yeah.
[AGENT][NEUTRAL] And is the callback number the number that um is on the screen?
[CUSTOMER][NEUTRAL] Mm, yes, it is. Mhm.
[AGENT][NEUTRAL] OK, all right, you can go ahead and send over.
[CUSTOMER][POSITIVE] OK, here she comes. Have a good day, Ms. [PII].
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you for holding and being for me, [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] in the billing department. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well, and yourself?
[AGENT][POSITIVE] I'm doing well. Um, so, uh, let's see.
[AGENT][NEUTRAL] I understand you want to go ahead and make your quarterly payment for $19. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, just getting some information entered in and I'll be ready to take that card.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, 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?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And that would be [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright, that payment was successful. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] All right, well, it's a pleasure assisting you and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Alright, you too.