AccountId: 011433970860
ContactId: 55b3a645-af0e-44f6-a94e-fd56049c8639
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171100 ms
Total Talk Time (AGENT): 60609 ms
Total Talk Time (CUSTOMER): 67160 ms
Interruptions: 2
Overall Sentiment: AGENT=2.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/55b3a645-af0e-44f6-a94e-fd56049c8639_20250611T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] on the care team and I've got an insured on the line. Well, it's a spouse. He wants to make a payment with his debit card.
[AGENT][NEUTRAL] OK, policy number?
[CUSTOMER][NEUTRAL] Policy number is 610786.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, and I've verified. I'm talking with [PII], um, verify the information. His call backs the number on the, uh, caller ID then he's paying it looks like 31009.
[AGENT][POSITIVE] Alrighty you can send it to me.
[CUSTOMER][NEUTRAL] Debit cards.
[CUSTOMER][NEUTRAL] OK, I'm gonna introduce you and then I'll release the call OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK [PII] I've got [PII] on the line she's gonna take that payment for you, OK? OK, thank you.
[AGENT][POSITIVE] Like she said, my name is [PII] and I'll be helping you with that payment today. Let me get it all entered real quick and then I'll be, uh, ready for that card number.
[AGENT][NEUTRAL] You're wanting to pay the full [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] I can get my fingers to work correctly.
[CUSTOMER][NEUTRAL] I know what you mean.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] All righty. I'm ready for that card number.
[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] Uh, 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] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. Yes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, [PII], a good email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] Fine, uh huh.
[AGENT][POSITIVE] Alrighty, let me get this processed for you.
[AGENT][POSITIVE] All righty, Mr. [PII], that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Get that confirmation number for you is there anything else?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] Alright thank you. You too bye.
[AGENT][POSITIVE] Thank you. Bye.