AccountId: 011433970860
ContactId: 59612335-0c05-4827-bac2-d511ed4a3d7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203399 ms
Total Talk Time (AGENT): 88339 ms
Total Talk Time (CUSTOMER): 82509 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/59612335-0c05-4827-bac2-d511ed4a3d7c_20250407T21:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] in the care team and I've got a policy holder on the line that um would like to make a payment. Somebody from billing just called them but um they're calling right back so.
[AGENT][NEUTRAL] Yeah, that's me. Is it [PII]?
[CUSTOMER][NEUTRAL] Yes it is yeah I got her verified and actually updated her phone number too so you want me to transfer it on through?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, here you go thanks so much.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department.
[CUSTOMER][NEUTRAL] Hi, I just wanted to make a payment.
[AGENT][NEUTRAL] OK, yeah, no problem. Um, so I already have that information entered in, uh, for you, uh, cause I'm the one that just call you back. Um, but, uh, yeah, yeah, it's.
[CUSTOMER][POSITIVE] Oh OK that's good.
[AGENT][NEUTRAL] Um, whenever you
[CUSTOMER][NEUTRAL] I feel bad. I'm sorry.
[AGENT][POSITIVE] No, it's OK. I understand because especially in this day and age, there's a lot of like scam. I mean, I get them too, so I, I definitely understand and I don't take any offense whatsoever, so it's OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, thanks. And some of them are getting really sneaky.
[AGENT][NEUTRAL] All right. No.
[AGENT][NEUTRAL] Yeah, yeah, especially like the email and text one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] But yeah, I am ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] And the 3 digit security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And last thing you need is the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And would you like a copy of this receipt emailed to you or a confirmation number over the phone or both?
[CUSTOMER][POSITIVE] Both would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And is your email still [PII]?
[CUSTOMER][NEUTRAL] Yes, it's and it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And is it there's not a fee to use the credit card, is there?
[AGENT][NEUTRAL] No, no, no, no fee.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hey hon, I'm on the phone.
[AGENT][POSITIVE] And that payment was successful and you should see that uh receipt in your email pretty much immediately. And let me get this confirmation number for you.
[CUSTOMER][NEUTRAL] And about, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 123
[AGENT][NEUTRAL] Alright, that confirmation number is gonna be 028.
[AGENT][NEUTRAL] 39.
[CUSTOMER][NEUTRAL] 028.
[CUSTOMER][NEUTRAL] 39
[AGENT][NEUTRAL] And D as in Delta.
[CUSTOMER][POSITIVE] 02839 D as in Delta. OK, thank you so much.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] No problem. Uh, [PII], is there anything else I can do to help you today?
[CUSTOMER][POSITIVE] No, that's it, appreciate it.
[AGENT][POSITIVE] No problem you have a great rest of your evening.
[CUSTOMER][POSITIVE] Thank you. All [PII]. You too. OK, bye.
[AGENT][NEUTRAL] Bye.