AccountId: 011433970860
ContactId: 5fbb097d-97d7-4327-aee4-d6d1e2592f02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310809 ms
Total Talk Time (AGENT): 115416 ms
Total Talk Time (CUSTOMER): 142925 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/5fbb097d-97d7-4327-aee4-d6d1e2592f02_20250328T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. This is [PII] in customer service. I have um Ms. [PII]. Hi, Ms [PII] on the line. Um her policy number is 255.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] 92777.
[AGENT][NEUTRAL] Did you say [PII]?
[AGENT][POSITIVE] OK, just wanna make sure I have that right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And she wants to make a phone payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get that pulled up real quick.
[AGENT][NEUTRAL] I could spell right.
[AGENT][NEGATIVE] I was having trouble with that one for some reason.
[CUSTOMER][NEUTRAL] It's understandable it's Friday.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and what is her callback number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, no, when she's calling from that one ending in [PII]. That's a good callback.
[AGENT][POSITIVE] Awesome. All right, I'm ready for whenever you are.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] All right, um, I am already taking care of emailing and electronic transfer, um, for her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, I'm, uh, [PII], and I'm in the billing department. I understand you're wanting to make a payment on your, uh, policy.
[CUSTOMER][NEUTRAL] I can see
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. How much would you like to pay?
[CUSTOMER][NEUTRAL] I want to pay the 6564.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can take care of that for you, and I just want to confirm she gave me policy number 25592777.
[CUSTOMER][POSITIVE] incredible
[CUSTOMER][NEUTRAL] 2559277 yes.
[AGENT][NEUTRAL] All right. Yes, ma'am. That's what I have. OK, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Expiration [PII].
[CUSTOMER][NEUTRAL] And it's a Wells Fargo debit.
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I apologize [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, once I have that processed, I'll have an authorization number for you.
[CUSTOMER][NEUTRAL] Jack and go for that.
[CUSTOMER][NEUTRAL] OK, when is my next payment due? [PII]?
[AGENT][NEUTRAL] Um, let's see, it's quarterly.
[CUSTOMER][NEUTRAL] We drive to the station. That's uh.
[AGENT][NEUTRAL] April, May, June, July. So yes, ma'am, August.
[CUSTOMER][NEUTRAL] You about.
[CUSTOMER][POSITIVE] Oh perfect. Hopefully by then I'll have it auto auto auto drafted. If it's auto drafted monthly, how much is it going to be?
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] Um, let's see, let me go back to that page.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 20 something right a month?
[AGENT][NEUTRAL] 2188, yes, ma'am.
[CUSTOMER][POSITIVE] Oh, perfect. Yes, so I'm have to be calling all the time and forgetting and all that stuff.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, it's easy to do. I do it all the time. I forget things like that if I don't have it in my calendar, it does not happen.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so I have an authorization number for you. It is 001.
[AGENT][NEUTRAL] 760.
[CUSTOMER][NEUTRAL] OK, hold on. 001.
[AGENT][NEUTRAL] Mhm. 760.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 760.
[AGENT][NEUTRAL] And I can send an email, a receipt in your email if you'd like we have um.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] 9862.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][POSITIVE] All right, let me get that over. And that should be heading your way. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] A
[CUSTOMER][MIXED] No, that should be it. That should be it. I do have a question, but you know what? I'm probably talking to the wrong department. I love this insurance, uh, cause the cancer does run in our, our family, but I would like to see my sister could get on board and she's [PII].
[AGENT][POSITIVE] All right, well, you have a great weekend.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Unfortunately I do believe it would have to be offered through your for through a group initially um so it would have to be offered by her employer.
[CUSTOMER][POSITIVE] And she's pretty healthy, but
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Through her what?
[AGENT][NEUTRAL] Through her employer.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, alright, OK, alright, I'll have a look into it.
[AGENT][POSITIVE] All right. Yes, [PII]. You have a great weekend.
[CUSTOMER][POSITIVE] OK, well thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Bye-bye. Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye.