AccountId: 011433970860
ContactId: 64e3f557-87c4-4b2e-a008-65fa1fd8e541
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216660 ms
Total Talk Time (AGENT): 71191 ms
Total Talk Time (CUSTOMER): 84521 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/64e3f557-87c4-4b2e-a008-65fa1fd8e541_20250411T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I have an insured on the line needs to make a payment.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] It's 259.
[CUSTOMER][NEUTRAL] 341 3.
[CUSTOMER][NEUTRAL] And it should come up as [PII] please.
[AGENT][NEUTRAL] OK, is this her calling or is this the group calling because we can't take payment from her.
[CUSTOMER][NEUTRAL] So I have her in the group admin on the line, [PII], uh, to make the payment. It looks like she was on a leave or something and so she's calling back to make payment. I just talked to [PII] over in customer service and she said she unlapsed it.
[AGENT][NEUTRAL] OK, so the group is on the phone and the group is paying the invoice.
[AGENT][NEUTRAL] Or paying for the premium.
[CUSTOMER][NEUTRAL] Yes ma'am, so the
[CUSTOMER][NEUTRAL] They're both on the phone, the group and the insured, yes.
[AGENT][NEUTRAL] OK, send them to me.
[CUSTOMER][NEUTRAL] OK, here they come.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm calling from
[CUSTOMER][NEUTRAL] Good, I'm calling from Florida City Dental. We have an employee that for some reason we weren't making payments towards her coverage. I wanted to know if I can um make a payment over the phone to get her up to date, please.
[AGENT][POSITIVE] Yes, you can. Let me get it all entered real quick and I'll take that payment for you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. No problem.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh, um, let's see.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Cruise. All righty. I'm ready for that card number.
[CUSTOMER][NEUTRAL] So the card is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the name on the card?
[CUSTOMER][NEUTRAL] Um, Florida City Dental [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm gonna send this confirmation number to the email address that we have on file which is [PII].
[CUSTOMER][NEUTRAL] Yeah, can you also forward it to my personal email which is [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] We can only send it to the one that we have on file.
[CUSTOMER][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] All right. Let me get that processed.
[AGENT][POSITIVE] All righty, that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all. Thank you so much.
[AGENT][POSITIVE] All right, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Hi, [PII].