AccountId: 011433970860
ContactId: 736b049c-7f67-46b2-b184-931f54dafed0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187919 ms
Total Talk Time (AGENT): 76198 ms
Total Talk Time (CUSTOMER): 54418 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/736b049c-7f67-46b2-b184-931f54dafed0_20250326T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have an insured on the line who wants to make a um card payment on her policy.
[AGENT][NEUTRAL] What is the uh policy number?
[CUSTOMER][NEUTRAL] Policy number is 929404. [PII].
[AGENT][NEUTRAL] Alright, have you verified her information?
[CUSTOMER][NEUTRAL] Mhm. Yes, I did.
[AGENT][POSITIVE] All righty, send her on.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm [PII] and I'm calling to make a payment on my policy.
[AGENT][POSITIVE] All righty, I can help you with that. Let me get it all pulled up and entered, and I'll be glad to take that payment for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're wanting to make the $75 payment?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] All righty, Ms. [PII], I'm ready for that card payment, I mean that card number.
[CUSTOMER][NEUTRAL] OK. It's gonna be um [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] R
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] Oh, the expiration date is [PII].
[AGENT][NEUTRAL] The security code
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with your card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and is [PII] a good email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All righty. Let me complete that payment for you. Uh.
[CUSTOMER][NEUTRAL] It should be [PII]
[AGENT][NEUTRAL] Oh, yes, let me double check. I just noticed that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, bear with me.
[AGENT][NEGATIVE] My computer is being slow.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm gonna send it one more time just in case I can't remember what I typed in. All right, I've got that confirmation number emailed to you. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's all. And thank you so much.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye.