AccountId: 011433970860
ContactId: 5b6ca8a6-e052-407e-b5fa-147f54fd7a92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363940 ms
Total Talk Time (AGENT): 156237 ms
Total Talk Time (CUSTOMER): 86313 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/5b6ca8a6-e052-407e-b5fa-147f54fd7a92_20250522T17:41_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], my name is [PII] with the care team.
[AGENT][NEUTRAL] My name is.
[CUSTOMER][NEUTRAL] I have a Miss [PII] on the phone and she wants to make a payment.
[AGENT][NEUTRAL] I got in the back on the phone and she wants to make up payment.
[AGENT][NEUTRAL] [PII] and is she an individual or is she calling with the group?
[CUSTOMER][NEUTRAL] Individual.
[AGENT][NEUTRAL] Individual. OK, what's your policy number?
[CUSTOMER][NEUTRAL] 63
[CUSTOMER][NEUTRAL] 72
[CUSTOMER][NEUTRAL] 37
[CUSTOMER][NEUTRAL] And she has been verified.
[AGENT][NEUTRAL] Alright, uh, give me one second, let me get the Clover pulled up and then you can send her over.
[AGENT][NEUTRAL] Alright, you can go and send her over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], are you with me?
[AGENT][NEUTRAL] That's right, I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I have someone from billing who'll be able to help you make that payment, OK?
[AGENT][NEUTRAL] like
[AGENT][NEUTRAL] Make that payment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] in the billing department. How are you doing today?
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][NEUTRAL] I'm doing well. So I understand you were calling uh to make your um quarterly payment of 192. Is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] That's right. OK, alright, just getting some information put in and I'll be ready to take your payment in just a minute.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Expires [PII].
[CUSTOMER][NEUTRAL] And the number on the back is [PII].
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Alright, and would you like a copy of this receipt emailed to you or just a confirmation number over the phone?
[CUSTOMER][NEUTRAL] Um, well, you could, you could email it to me it's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just in my email.
[AGENT][NEUTRAL] And is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have a um address change. I didn't know.
[CUSTOMER][NEUTRAL] You could help me with that.
[AGENT][NEUTRAL] Um, that will actually be customer service. So I'll go ahead and finish your payment up, and then, um, I'll send you back over to customer service. Um, it won't be like a, a, a hold or anything like that, um, and just so you can, uh, get your address changed with them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, that payment was successful. So you should see that receipt in your email. And uh is there anything else that I can help you with as far as billing today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that sounds good. Thank you.
[AGENT][POSITIVE] No problem. All right, let me go ahead and grab someone from customer service so they can get that address updated for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey hon, what you got for me?
[AGENT][NEUTRAL] Um, um, I have, uh, a customer. She just called and, um, I did her credit card payment. Um, she's an individual, um, does took her credit card payment for a quarterly, and she said that she needs to change her address. Is that something that she can do over the phone, or is it like groups where they have to like send it in writing for you to change the address?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, hon, we can take that over the phone. It's one of those easy peasy ones. What's the policy number?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 637237
[CUSTOMER][NEUTRAL] And what's her callback number?
[AGENT][NEUTRAL] And it was
[AGENT][NEUTRAL] It is [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. I've got Miss [PII].
[AGENT][NEUTRAL] And she was already verified.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. You're welcome. I'll send it over now.
[AGENT][NEUTRAL] Hi [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have, uh, Ms. [PII] in the customer service team. She's gonna get that address changed taken care of for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK thank you. You're welcome you have a great day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Good afternoon