AccountId: 011433970860
ContactId: 61a55459-89a6-4202-b2d3-c3e33a641dda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 653080 ms
Total Talk Time (AGENT): 163928 ms
Total Talk Time (CUSTOMER): 150170 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/61a55459-89a6-4202-b2d3-c3e33a641dda_20250529T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in the customer service department. I got an insured on the back line who wants to make a payment over the phone. She is active and on an annual bill payment, but she's a little bit nervous because the bill's been mailed, but she wants to pay it before it's due.
[AGENT][NEUTRAL] Um, so she's mailed a check as well?
[CUSTOMER][NEUTRAL] No, she, she was calling to see about the bill being sent out and because she hasn't got it yet. Yeah, she hasn't got it yet. And I told her it'd be there in a few next few days, but she's like, if it's due [PII], I'd rather make a payment over the phone. I told her she had a 30 day grace period, but she, she's one of those people that wants to make sure everything's paid on time, so.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][POSITIVE] Nothing wrong with that, right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me just get her policy number.
[CUSTOMER][NEUTRAL] OK, her number is 627-844.
[CUSTOMER][NEUTRAL] Miss [PII], and she's been fully verified.
[CUSTOMER][NEUTRAL] And her callback number is the number on the line [PII].
[AGENT][NEUTRAL] OK, let me just get logged in real quick to this.
[CUSTOMER][POSITIVE] Oh, you're fine. Take your time.
[AGENT][NEUTRAL] Why is it not taking uh.
[CUSTOMER][NEGATIVE] It seems like this whole week everything's not working right.
[AGENT][NEUTRAL] And girl, when it rains it pours. Oh, if I spell in public rain that's.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][POSITIVE] Yeah, it's been like that this week for me. I'm off on it and I'm like.
[AGENT][NEUTRAL] Like seriously, like today it's just piling on.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, of course it's gonna ask me for a code. Let's see.
[AGENT][NEUTRAL] Come on, come on, come on, come on.
[AGENT][NEGATIVE] Why is it taking forever? Oh my, oh my gosh, it's just blowing up.
[AGENT][NEUTRAL] Why is it not loading?
[AGENT][NEGATIVE] My dashboard is not showing up.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Oh, there it goes. OK, I'm ready for it whenever you are. Thank you for your patience.
[CUSTOMER][POSITIVE] All right. Oh, no problem, [PII]. I know how it is, girl. All right. Here she goes, and I hope you have a good day. Thanks.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you as well. Bye bye.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] in the billing department. How are you this morning?
[CUSTOMER][NEUTRAL] OK. How are you?
[AGENT][POSITIVE] I'm doing well. I understand you're wanting to pay on your policy.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, how much would you like to pay today?
[CUSTOMER][NEUTRAL] Well, uh, it's what, how much is it? I haven't got, I hadn't received the bill yet.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, let me pull that up for you.
[AGENT][NEUTRAL] She gave me the
[CUSTOMER][NEUTRAL] That's actually why I was calling.
[AGENT][NEUTRAL] Yes ma'am, she gave me the policy number 627-844.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Looks like the last bill amount was 10,920.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Just get a little bit information in on here real quick and that.
[AGENT][NEUTRAL] [PII], all right, so I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It's not charging $109.20. As soon as I have this process, I will have um an authorization number for you.
[AGENT][NEUTRAL] OK, apologize it's running a little slow. OK, I have the number 029.
[AGENT][NEUTRAL] 889.
[AGENT][NEUTRAL] I can also send that via email if you would like.
[CUSTOMER][NEUTRAL] Oh, that's OK. Uh, 029889.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, can you, uh, tell me what all this policy covers or do I need to talk to someone else for that?
[AGENT][NEUTRAL] Oh, I sincerely apologize. I would have to transfer you to someone else. I um I'm over in the billing department. I, I'm afraid I might miss something if I were to attempt that.
[CUSTOMER][NEUTRAL] That's OK. I'll, I'll call back.
[AGENT][NEUTRAL] Would you like for me to do that? Are you sure?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Um, please, if you could transfer me, that'd be great.
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in billing. How are you?
[CUSTOMER][NEUTRAL] I'm good, [PII]. How are you, dear?
[AGENT][NEUTRAL] I'm OK. So I have a Miss [PII] on the phone. She's needing to know what her policy covers and
[AGENT][NEGATIVE] I am not knowledgeable enough yet to learn, I mean to know what to tell them I was not sure if that was customer service.
[CUSTOMER][NEUTRAL] I think it's the care team if she's wanting benefit kind of information it's gonna be the care team.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] Yes ma'am. OK, sorry, thank you so much.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] No, you're fine, honey, you're fine.
[AGENT][POSITIVE] Alright, I'll, I'll get her over there then thank you bye.
[CUSTOMER][POSITIVE] All r[PII]. OK, thank you, bye dear.
[AGENT][NEUTRAL] 13.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Ms. [PII], I do apologize. They seem to have a um a waiting, a long call, wait for the calls. Would you like to remain on hold or can I have someone call you back?
[CUSTOMER][NEUTRAL] Um, I'll just, um, I'll have to wait for an apartment in a little while, so I'll just call back tomorrow.
[AGENT][POSITIVE] All right, I do apologize about that.
[CUSTOMER][POSITIVE] That's OK, thank you.
[AGENT][POSITIVE] Yes ma'am, you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you. Bye bye.