AccountId: 011433970860
ContactId: 7bf64346-0381-4dd0-b726-74845e27cdd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265309 ms
Total Talk Time (AGENT): 97620 ms
Total Talk Time (CUSTOMER): 109711 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/7bf64346-0381-4dd0-b726-74845e27cdd7_20250411T21:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII] how are you? this is [PII].
[AGENT][POSITIVE] Oh, I am good. How about you?
[CUSTOMER][NEUTRAL] I'm good. I have a member on the line that needs to make a payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see. What group number is that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh, it's a member, it's an individual cancer.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] What is their policy number?
[CUSTOMER][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] It's 745-416.
[AGENT][NEUTRAL] 416.
[AGENT][NEUTRAL] Let me just get logged in here real quick.
[AGENT][NEUTRAL] And what's their name? Oh, darn, my password didn't take. Hold on a second.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, very good. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, I'm ready for whenever oh, callback number.
[CUSTOMER][NEUTRAL] Um, it's the same one in the system, Adeline. Let me go ahead and pull it up again. Uh, I think I, yeah, if I'm not mistaking it is, let me see, [PII], yeah, it is, mhm, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] All right. Thank you so much. I'll take it. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, you ready for it? You're welcome. All right. Thank you. Have a good afternoon and happy weekend.
[AGENT][POSITIVE] You too thank you you too.
[CUSTOMER][POSITIVE] Thank you. Thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Miss [PII] on the line and she's gonna assist you with that payment. She's gonna take the payment from you, OK? Oh, OK. You're welcome. You're welcome. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. You too. Thank you. You're welcome.
[AGENT][NEUTRAL] Hi, Miss [PII], this is [PII] in the billing department. I understand you're wanting to make a payment on your policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Awesome. How much would you like to pay today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a bill that says the amount due is $45.60.
[AGENT][NEUTRAL] 60 cents, right, and I just want to confirm with you, she gave me the policy number 745416.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and the charge of $45.60. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Oh, OK. It is [PII].
[AGENT][NEUTRAL] All right, the expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I'll get this processed and once I do I'll have an authorization number for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I can also send a receipt via email if you would like.
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] All right. The authorization number I have is 185.
[AGENT][NEUTRAL] 186.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what email address would you like that sent to?
[CUSTOMER][NEUTRAL] Um, I think you have [PII].
[AGENT][NEUTRAL] So I just wanna make sure I have everything spelled correct. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. I'll have that sent over to you. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] Yes, ma'am. Well, I hope you have a great weekend. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. OK, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.