AccountId: 011433970860
ContactId: 6ba0cf14-848f-4d95-a2f8-9fa7aaf18e4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443859 ms
Total Talk Time (AGENT): 213209 ms
Total Talk Time (CUSTOMER): 127694 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/6ba0cf14-848f-4d95-a2f8-9fa7aaf18e4d_20250130T18:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Mala Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How are you?
[CUSTOMER][NEUTRAL] Good, I'm good thank you. So I have an insured on the line who's wanting to um make her premium payment over the phone.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she is fully verified. Phone number in the system would be the one to call her back on if anything happens to the call. I've emailed her the OSC user guy because she said no one has ever told her about that before.
[CUSTOMER][NEUTRAL] Hi do you um.
[AGENT][NEUTRAL] OK. And what is that group number and who is she?
[CUSTOMER][NEUTRAL] The policy number is 753-860.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 753.
[CUSTOMER][NEUTRAL] Mhm. For Alfreda G Guillory.
[AGENT][NEUTRAL] Hold on just a moment, let me pull that up.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] So we can get on the same page and make sure I got the correct information.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's been a morning, girl.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Girl, we knew, I knew it was gonna be, you know, crazy since we were at our meeting Tuesday and, you know, we have a lot of our team in [PII]. So there's a, there's a lot of us not on the phone at the moment.
[AGENT][NEUTRAL] I get you.
[CUSTOMER][NEUTRAL] But they covered us on Tuesday, so, you know.
[AGENT][POSITIVE] It's all, it all works out. It's just whew.
[CUSTOMER][NEUTRAL] Mhm. Right, that didn't mean your hair don't get blown back, but you know.
[AGENT][POSITIVE] Amen sister. OK.
[CUSTOMER][NEUTRAL] At least you know when you're stepping in the wind. OK.
[AGENT][POSITIVE] Right. You're, you're, you're right about that, so.
[CUSTOMER][NEUTRAL] So yeah.
[AGENT][NEUTRAL] All right. um, you can send her on.
[CUSTOMER][POSITIVE] Super sweet. She's a sweet one.
[AGENT][POSITIVE] And that's all I, even if she wasn't, would just be just a sweet that.
[CUSTOMER][POSITIVE] Absolutely, but this one just happens to be a real sweet one on the front side.
[AGENT][POSITIVE] Well, that's a wonderful news. So if you'll just send her on, I can help her with that.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much. Have a good afternoon.
[AGENT][POSITIVE] You as well. Thank you, [PII]. All right. Bye-bye.
[CUSTOMER][NEUTRAL] OK. All right. Bye bye on the list.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in group billing. I understand you're wanting to make a payment today on your policy 753-860.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] All right, Ms. [PII], I can help you with that, and I understand a good callback number for you is [PII].
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] All right, Ms. [PII]
[CUSTOMER][NEUTRAL] And how do you spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] And it, OK. Thank you.
[AGENT][POSITIVE] You're so welcome. Thank you. All right, Ms. [PII], let me get all this information added in and we will get you taken care of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][POSITIVE] I can put everything where I need it.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII]. So you're wanting to pay your, um.
[AGENT][NEUTRAL] How much are you wanting to pay? OK.
[CUSTOMER][NEUTRAL] The $63.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, that is the 3 months premium.
[AGENT][NEUTRAL] All right, Ms. [PII], whenever you're ready, I am ready for your card, please.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back just to make sure that I got that for you. That's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] And the name on the card, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the expiration date, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code, please, associated with that card.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, Ms. [PII]. So,
[AGENT][NEUTRAL] Just to make sure I've got everything correct, we're making a payment today, a 3 month payment on policy 753-860 and the amount is $63 with the card ending in [PII]. Expiration is [PII]. The code is [PII] and the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][POSITIVE] All right. Thank you so much. All right, if you'll hold on just one moment, we're gonna get that taken care of and I can give you an authorization.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, Ms. [PII], that authorization ID is 00.
[AGENT][NEUTRAL] 477 C as in cat.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, 00477C.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That's all I'm gonna let you have a wonderful day and [PII] bless you.
[AGENT][POSITIVE] You as well and thank you so much and you thank you for calling APL and.
[AGENT][POSITIVE] Have a wonderful rest of the week.
[CUSTOMER][NEUTRAL] OK. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.