AccountId: 011433970860
ContactId: 7a6fe730-48fa-4208-bde6-4c4aceb973da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265260 ms
Total Talk Time (AGENT): 93207 ms
Total Talk Time (CUSTOMER): 90002 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/7a6fe730-48fa-4208-bde6-4c4aceb973da_20250124T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I needed to pay for a payment, uh, a policy that my company, um, decided not to go with you this year, but I want to port my policy and I spoke to somebody earlier in the week about it they sent me a form to sign and I need to I've called back to make the payment.
[AGENT][NEUTRAL] Oh, OK, so let's see here.
[CUSTOMER][NEUTRAL] Let's see, it's the certificate number that you have that's the.
[AGENT][NEUTRAL] What is that policy number?
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Hold on just a second. I gotta get back to the page.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it is 02460430.
[AGENT][NEUTRAL] All right. And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And Ms. [PII], would you uh verify your address and phone number for me, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you, that's what I have here. OK, so you wanna make a payment on your, OK, would you like, let's see, it says 1197, is that monthly? Would you like to make one payment or annual or quarterly? How would you like to pay?
[CUSTOMER][NEUTRAL] I wanna just pay one payment and pay it off.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] When you say pay it off, what do you mean by that?
[CUSTOMER][NEUTRAL] Pay the full amount, the $147.
[AGENT][NEUTRAL] Oh, OK, I just
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][POSITIVE] I apologize, I'm just getting it set up here.
[AGENT][NEUTRAL] So it looks like it's [PII]. OK.
[AGENT][POSITIVE] All right, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the zip code for that bill for that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, so I've got a charge the amount of 14364. Once I get that processed, I will have um an authorization number for you, but I can also send that via email if you'd like a receipt.
[CUSTOMER][NEUTRAL] Yeah, that'd be fine if you'll send it via email.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] And you didn't put me on auto or anything I'll get a bill next year, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see what's a good email address for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] You said the number [PII]?
[CUSTOMER][NEUTRAL] Yeah, it should be what you have on file. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I had to make sure I spelled [PII] right, so I, I went to another screen. I just wanted to make sure I had it spelled properly.
[CUSTOMER][NEUTRAL] Yeah, it's, it's spelled weird, yep.
[AGENT][NEUTRAL] OK, so got that and you should receive that shortly.
[AGENT][NEUTRAL] Was there anything else that I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] Nope, I'm good for next for the a new the next year, correct?
[AGENT][POSITIVE] Yes, yes, ma'am, you are. I'll get that processed for you in the system. I hope you have a great day. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.