AccountId: 011433970860
ContactId: 712c996e-48b5-4626-9f50-2c5c85de9fa3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466149 ms
Total Talk Time (AGENT): 209692 ms
Total Talk Time (CUSTOMER): 117783 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/712c996e-48b5-4626-9f50-2c5c85de9fa3_20250204T21:04_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], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How about yourself?
[CUSTOMER][POSITIVE] I'm doing good thank you so I have a um a lady on the line who's wanting to make a payment on this member's policy. It's a it's a life policy.
[CUSTOMER][NEUTRAL] And she's wanting to make a premium payment over the phone.
[AGENT][NEUTRAL] OK, I can help her with that. One moment. Let me get a free screen.
[CUSTOMER][NEUTRAL] Uh-huh. Sure.
[CUSTOMER][NEUTRAL] Mhm I understand that.
[AGENT][NEUTRAL] All right. And what is that policy number and what's the uh policy?
[AGENT][NEUTRAL] I mean, what is the policy, um, person's name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the policy number is 637-822 for [PII].
[CUSTOMER][NEUTRAL] And on the line is [PII].
[CUSTOMER][NEUTRAL] And all information was verified and her cell number with that she's calling from is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, you can.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Send your own.
[CUSTOMER][POSITIVE] Then this, OK, well then, well, thank you so very much. Have a wonderful rest of your day, male.
[AGENT][POSITIVE] Thank you. You too, [PII]. Thanks. Mhm.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome and thank you too. So here comes Ms [PII].
[AGENT][POSITIVE] Mm thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] in group billing. Um, [PII] said that you were wanting to make a payment on policy 637-822 for [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And I understand a good callback number for you is [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Thank you so much and if you'll hold one moment, I've got to get this logged in again.
[AGENT][NEUTRAL] You're doing OK today?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Mm, good.
[AGENT][POSITIVE] Alright, I'll be able to help you with that payment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you're wanting to make a payment of how much?
[CUSTOMER][NEUTRAL] Oh, that's 65, uh, let's say 6561.
[AGENT][POSITIVE] OK. I can help you with that. Let's get everything entered.
[AGENT][POSITIVE] Oh, thank you for your patience, Miss [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And that is a quarterly payment.
[AGENT][NEUTRAL] All right, Ms. [PII], when you are ready, I am ready for that card, please.
[CUSTOMER][NEUTRAL] OK, it can't be a bank account?
[AGENT][NEUTRAL] No, ma'am, you can't make a payment over the phone with a bank account.
[AGENT][NEUTRAL] It has to be a card.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the number is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, wait, wait, wait, uh, you, you bleeped out there a minute. I do apologize. So that was [PII].
[CUSTOMER][NEUTRAL] That's, let's start over. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'm gonna repeat that so I'll make sure I got the right thing.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] I'm sorry, that's, that's [PII].
[CUSTOMER][NEUTRAL] They know the going back.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And that's correct.
[AGENT][NEUTRAL] OK. And the name on that card, please?
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] OK, and the expiration date, please?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Um, security code?
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] And the zip code associated with that card, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] We're making a payment today of 6561 on policy 637-822. That's a quarterly payment with the card ending in [PII]. Expiration is [PII]. The security code is [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] You said that, wait a minute, what is that?
[CUSTOMER][POSITIVE] OK, [PII], you're right.
[CUSTOMER][NEUTRAL] OK, that's right, 47.
[AGENT][NEUTRAL] I just, I wouldn't repeat, I didn't repeat the whole thing.
[CUSTOMER][POSITIVE] Yeah, you're right.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] If you hold on just one moment, I will get that co-authorization for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, that authorization ID is 0402.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] 0402.
[AGENT][NEUTRAL] 3 D as in dog.
[CUSTOMER][NEUTRAL] 3 D as in dog.
[AGENT][NEUTRAL] Yes, ma'am, and that's it.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] All right, Ms. [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Yes ma'am and thank you.
[AGENT][POSITIVE] Thank you. Mm bye-bye.