AccountId: 011433970860
ContactId: 550ea110-f6b7-434f-8b7e-e04b80e530dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 528840 ms
Total Talk Time (AGENT): 204421 ms
Total Talk Time (CUSTOMER): 140365 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/550ea110-f6b7-434f-8b7e-e04b80e530dc_20250610T13:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APR. This is Molaro billing. How may I help you?
[CUSTOMER][POSITIVE] Well, hello, Ms. [PII]. It's [PII]. Good morning. Happy Tuesday.
[AGENT][POSITIVE] Good morning. Thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so the lady that I posted in the chat about, we're finally discussing everything that we needed to, and she is ready to make her payment so it's on policy 177.
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] 177.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 5159 [PII].
[AGENT][NEUTRAL] OK. And you got a good callback number?
[CUSTOMER][POSITIVE] She's fully verified. It's the one in the system. She's fully verified. Customer service did reactivate her policy and she does know that she's going to need to pay all of it to catch it up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] I just don't want to work.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] She wants to pay it out to 61.
[CUSTOMER][NEUTRAL] To catch it up mhm so whenever we bill if we've already billed her for June, that too, she just wants to make sure this policy is taken care of whenever she needs to pay it too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I say the draft is set for the [PII] and it's the [PII], so is it fixing the draft again?
[AGENT][NEUTRAL] If it set for the [PII], we missed the [PII], so it won't catch it.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Alright, so yeah, whatever she needs to pay is what she's wanting to she's just wanting to get it current and.
[CUSTOMER][POSITIVE] Good to go.
[AGENT][POSITIVE] OK, I can help her with that.
[CUSTOMER][POSITIVE] I know you can, Miss [PII]. Well, thank you so much. Are you ready? She's real nice. You ready for Miss [PII].
[AGENT][NEUTRAL] I am.
[CUSTOMER][POSITIVE] Thank you so much and you have a great day if I don't talk to you again.
[AGENT][POSITIVE] You as well. Thank you, [PII].
[CUSTOMER][POSITIVE] Thanks, [PII]. All right. Bye-bye.
[AGENT][NEUTRAL] All right bye bye.
[CUSTOMER][POSITIVE] I'm getting the sun takes a shower, comforts.
[AGENT][NEUTRAL] Good morning. Good morning, [PII]. This is [PII] in group billing. Um, I understand a good callback number for you is the [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And I understand that you're wanting to make a payment today to get your policy called up, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so let's see, we need to get you caught up.
[CUSTOMER][NEUTRAL] I think I need to pay it up through [PII], I think it was.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] 841.
[AGENT][NEUTRAL] I want to get you paid up to 71 since we missed your draft date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] April
[AGENT][NEUTRAL] May
[AGENT][NEUTRAL] June
[AGENT][NEUTRAL] So that's gonna be $80.70.
[AGENT][NEUTRAL] So, April, May, that will be April, May and June.
[CUSTOMER][NEUTRAL] OK, and that pays for how many months was that?
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, that's all 3 months together.
[AGENT][NEUTRAL] Yes ma'am. April, May.
[CUSTOMER][NEUTRAL] Uh, and how much is my payment each month now, I'm so sorry.
[AGENT][NEUTRAL] And she
[AGENT][NEUTRAL] 2690.
[CUSTOMER][NEUTRAL] OK, alright, I'll just go ahead and catch up those then.
[AGENT][NEUTRAL] OK, so you can do the 8070.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll do it with my debit card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You just tell me when you're ready.
[AGENT][NEUTRAL] Alright, just a moment I'm getting this information entered in.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And that's [PII]. OK, Ms. [PII], what is that card?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] [PII] and the expiration I look at that it's worn off almost.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][POSITIVE] I didn't take a better look at that.
[AGENT][NEUTRAL] OK, I'm gonna go
[CUSTOMER][NEUTRAL] Expiration is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, then I'm gonna repeat that card just to be on the safe side it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and what's the name on the card?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the expiration is [PII]. And what is the code on the back?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the zip code associated with that card, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, Ms. [PII], so today we're making a payment of $80.70 to get you paid up current, that's for 3 months on the card ending in [PII]. Expiration is.
[AGENT][NEGATIVE] Hold on, that ain't gonna work if I do that. Uh, I put 25, sorry, uh, expiration date is [PII], and the code is [PII], the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, and if you hold on just one moment, we'll get that payment and I can give you an authorization.
[AGENT][NEUTRAL] OK, so that authorization ID will be
[AGENT][NEUTRAL] 580633.
[CUSTOMER][POSITIVE] OK, 580633. All right, sounds perfect. Thank you so much for your help. I feel much better now.
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you. You have a good day.
[AGENT][POSITIVE] Alright, thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.