AccountId: 011433970860
ContactId: 53f690b6-2680-44cd-9cb9-5ed76c54f15f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205059 ms
Total Talk Time (AGENT): 73281 ms
Total Talk Time (CUSTOMER): 64975 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/53f690b6-2680-44cd-9cb9-5ed76c54f15f_20250401T13:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. I have a member on the line that needs to make her quarterly payment.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It is 258-4413.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][POSITIVE] Yeah, OK, here she comes. Thank you.
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Miss [PII]. I got Ms. [PII] on the line who's gonna assist you with the payment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Like she said, my name is [PII] and I'll uh be taking that payment for you. Um, let me get everything entered Miss [PII], and we will, um, and I'll take that card payment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. And you're wanting to pay the full 187.92?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty, let me get logged in.
[AGENT][NEUTRAL] Computer's being slow this morning, bear with me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All righty, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. What about the expiration date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What's the zip code?
[CUSTOMER][NEUTRAL] [PII].
[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] All right, let's get this finished.
[AGENT][NEUTRAL] Processing. All right.
[CUSTOMER][NEGATIVE] I should have had this bill.
[CUSTOMER][NEGATIVE] I should have had this bill paid. I was looking in all this stack and I was like, don't forget things.
[AGENT][NEUTRAL] It is, it's fine. I've got that card, um, processed and, uh, payment posted. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] That'll be it thank you very much and you have a great day.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day as well.
[CUSTOMER][NEUTRAL] All right. Bye-bye.