AccountId: 011433970860
ContactId: 6408f481-425b-4c68-8e2e-45650ad15a96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265720 ms
Total Talk Time (AGENT): 77602 ms
Total Talk Time (CUSTOMER): 109222 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/6408f481-425b-4c68-8e2e-45650ad15a96_20250206T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I am trying to find the right person so I can pay my bill online because I don't have checks anymore.
[AGENT][NEUTRAL] Oh, OK. You just need to pay, yeah, absolutely. Do you need help as far as like how to pay it online or do you wanna pay it over the phone?
[CUSTOMER][NEUTRAL] Are you that person?
[CUSTOMER][NEUTRAL] Yeah, I just pay it over the phone please that way my bank actually tells me it's been paid. I sent a money order last time and I got no verification it got paid so I'd rather do it with a credit card so I can see it.
[AGENT][POSITIVE] Yes, ma'am, absolutely.
[AGENT][NEUTRAL] No problem. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes, 00642736.
[AGENT][POSITIVE] OK, thank you so much. Let me just pull this up here.
[AGENT][NEUTRAL] And then for verification, I will need to get your first and last name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then [PII], if you could just give me the address also on file.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the ATP email address, is that still a good one for you?
[CUSTOMER][NEUTRAL] Mm [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Yeah, it's just I don't ever check it. I don't like doing email. Uh, when I worked, I had to check my email 4 or 5 times a day. I don't like checking it anymore.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That's fine, no.
[AGENT][NEUTRAL] I, yeah, look, I don't blame you, not at all. OK, let me get somebody over and bill on the line. They can take the payment. Um, is this phone number the [PII] a good call back if something happens on the transfer?
[CUSTOMER][NEUTRAL] It's my only call back.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, let me get somebody on the line. We'll be right back with you, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] over in customer care. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] Good. I have an insured on the line who just needs to make a payment.
[CUSTOMER][NEUTRAL] OK. Do you have the policy number?
[AGENT][NEUTRAL] Yes, ma'am. It's gonna be 642-736.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Should come up as [PII].
[CUSTOMER][NEUTRAL] Alrighty, let me get credit card thing pulled up.
[CUSTOMER][NEUTRAL] Alright you can send them to me.
[AGENT][POSITIVE] Alright, here she comes. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], can I help you?
[CUSTOMER][NEUTRAL] Oh, I hope so. Um, did [PII] give you all my information and stuff before she transferred me? Yes ma'am, you're wanting to make a credit card payment?
[CUSTOMER][NEUTRAL] Yes ma'am. Alrighty, I can help you with that. Um, Ms. [PII], you're wanting to make the $328.16?
[CUSTOMER][POSITIVE] Yes, alrighty, let me get it all entered and I will be happy to take that payment.
[CUSTOMER][NEUTRAL] Are you ready? Hang on one second.
[CUSTOMER][POSITIVE] By the way, you've got good hold music. It was nice and jazzy instead of the, you know, elevator music usually.
[CUSTOMER][NEUTRAL] Alrighty, Ms. [PII], I'm ready for that card number.