AccountId: 011433970860
ContactId: 63c188e8-ddeb-483b-af61-c062ef05e693
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 718859 ms
Total Talk Time (AGENT): 304211 ms
Total Talk Time (CUSTOMER): 172407 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/63c188e8-ddeb-483b-af61-c062ef05e693_20250618T19:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in the customer care department. How are you today?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How about yourself?
[CUSTOMER][POSITIVE] I'm good, thank you so much for asking. Also, I have an insured on the line by the name of [PII], and he just needs to make a payment on his policy.
[CUSTOMER][NEUTRAL] His policy number when
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, go ahead. I'm sorry.
[AGENT][NEGATIVE] No I was just pissing I.
[CUSTOMER][NEUTRAL] It's 136999.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 136999. [PII]. All right. And um what's a good call back number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And he's been fully verified?
[CUSTOMER][NEUTRAL] Mhm, yes ma'am.
[AGENT][POSITIVE] All right. Well, I can help him with that. Um.
[AGENT][NEUTRAL] Cinema?
[CUSTOMER][NEUTRAL] OK, let me just, thank you, one moment.
[AGENT][POSITIVE] You're welcome, dear.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing, Mr. [PII], um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, I understand a good callback number for you is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Did you, did you say [PII]?
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] [PII] OK, OK, it kind of cut out I didn't hear you. Yeah, that's, that's a good number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK. I apologize.
[AGENT][NEUTRAL] OK, um, and I understand you're wanting to make a payment today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] All right, if you'll give me just a moment, I have to log back in. It don't keep me logged in.
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][POSITIVE] No worries, no worries here.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I knew it was going to do that.
[AGENT][NEUTRAL] Let me reverify. Uh.
[AGENT][POSITIVE] I do apologize again.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Remember and log in. OK.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] And we're gonna that payment is going to be for [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] OK, I've got a, I've got a due date here of the [PII]. Uh, I, I had a problem with my mail. I didn't, I don't know whether there'll be any, there won't be any penalty on that or anything, OK.
[AGENT][NEUTRAL] You're fine. You're fine.
[AGENT][NEUTRAL] It it just uh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You have a thirty-day grace period, so you're fine.
[CUSTOMER][NEUTRAL] OK, alright, alright.
[AGENT][NEUTRAL] And I'm entering all the information here real quick.
[CUSTOMER][NEUTRAL] Policy number and all that stuff.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And this is a a premium.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] All right, Mr. [PII], and I am ready for that card number when you're ready.
[CUSTOMER][NEUTRAL] OK, it's Visa [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna repeat it. So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Like you said, it beeped out a while ago and I couldn't, uh, I wouldn't, I wanted to double check on that 1st, 1st 1 cause it's, uh, I wasn't sure if it's [PII] or 41.
[AGENT][NEUTRAL] All right. And the name on the card, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And the expiration, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] I should say.
[AGENT][NEUTRAL] OK, thank you. And the code on the back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code associated with that card, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so today we're making a payment of $435 on policy 136999, that's the annual premium.
[AGENT][NEUTRAL] Um, with the card ending in [PII] with the expiration date of [PII].
[AGENT][NEUTRAL] The code is [PII] with the zip code of [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] All right, just give me a moment and we will get that authorization.
[AGENT][NEUTRAL] Code for you.
[AGENT][NEUTRAL] Alright, so the code.
[AGENT][NEUTRAL] Authorization ID is, come on, come on now.
[AGENT][NEUTRAL] 09.
[AGENT][NEUTRAL] 799 D as in dog.
[CUSTOMER][NEUTRAL] 09799D
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Do you email a receipt on that or not?
[AGENT][NEUTRAL] I can do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on just a moment. Let me get there.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, you want it emailed to you or text to you?
[CUSTOMER][POSITIVE] Yes please, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Email would be better.
[AGENT][NEUTRAL] All right, I can help you with that. And what is that email address, please?
[CUSTOMER][NEUTRAL] It's lowercase [PII]
[AGENT][NEUTRAL] OK, what, what, what, what, what [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII], OK. [PII]
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], it's, it's [PII] all together but all lower case, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I wanna make sure you got it.
[AGENT][NEUTRAL] So, um, would you like for us to add this to your, um,
[AGENT][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] What's that? The my email address?
[AGENT][NEUTRAL] Uh, your email address we can, uh, we can add it as, um, on your.
[AGENT][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] Yeah, sure, sure.
[AGENT][POSITIVE] OK, I can do that and um what about a good phone number for you as well?
[AGENT][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You what?
[AGENT][NEUTRAL] OK, you want the one that you're calling from, the [PII]? OK, we can add that information to your policy.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] All right, and just let me know if you did receive that.
[CUSTOMER][NEUTRAL] OK, I'd have to go. I'm a, I'm a.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, my, uh, I'm, I got a dinosaur flip phone, so I'll have to go to my laptop and all that stuff, so.
[AGENT][NEUTRAL] I can't say anything. I just, I just had to upgrade mine, so.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, well, I, I, I'll be a hard head about it and, and, uh, uh, I, I always say if they mess with me, I'll just, I did, I did with that one for 30 some years, a cell phone, so, but they're handy, but I don't, I don't want all that other stuff on there so I'll just, I'll just go with my flip phone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I understand that.
[CUSTOMER][POSITIVE] Plus it fits, fits nice in my pocket, so.
[AGENT][POSITIVE] I, I understand that wholeheartedly. So, OK, Mr. [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] No, I think that's it. I think that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You you too see you bye.
[AGENT][POSITIVE] Thank you. All right, bye bye.