AccountId: 011433970860
ContactId: 7dc92412-3e7a-4479-907e-d8d292442b94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466320 ms
Total Talk Time (AGENT): 162286 ms
Total Talk Time (CUSTOMER): 147010 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/7dc92412-3e7a-4479-907e-d8d292442b94_20250324T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. Um, I haven't, how are you?
[AGENT][NEUTRAL] I'm well. How about you?
[CUSTOMER][POSITIVE] Pretty good. I have a lady on the phone and she's the owner of two life policies for her children, and she's calling to make payment on both of those.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] What's those policy numbers?
[CUSTOMER][NEUTRAL] Uh, the first one is 493148.
[AGENT][NEUTRAL] OK, the other one.
[CUSTOMER][NEUTRAL] 493153
[AGENT][NEUTRAL] OK. Give me 1 2nd
[AGENT][NEUTRAL] OK. And what was her name?
[CUSTOMER][NEUTRAL] [PII] is on the phone.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she did verify um.
[CUSTOMER][NEUTRAL] Everything and the first policy is for her daughter [PII] and the second one is for [PII].
[AGENT][NEUTRAL] OK, and what's that callback number again?
[CUSTOMER][NEUTRAL] So I see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] All right, thank you. Here she comes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII]. This is [PII] in the group billing department. How are you this morning?
[CUSTOMER][NEUTRAL] Uh I'm doing fine. How are you?
[AGENT][NEUTRAL] I'm doing well. I understand you're wanting to make a payment on a couple of policies.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Just getting it set up here.
[AGENT][NEUTRAL] So that was 493148 and 493153?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] How much were you wanting to pay today?
[CUSTOMER][NEUTRAL] It's $11.57 and I need to make two of them.
[AGENT][NEUTRAL] Both of them in the same amount. OK. Let's see. 11:57.
[AGENT][NEUTRAL] 11:56.
[CUSTOMER][NEUTRAL] I think it's last month and this month.
[AGENT][NEUTRAL] So you're wanting to make a payment a total of $23.14.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] And it's on a different card.
[AGENT][NEUTRAL] Yes ma'am, the, the two different amounts you're wanting to pay separately on two different cards?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, uh, no, just don't use the same card it's on file.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, yes, ma'am. No, ma'am. I will take what you give me. Yes, ma'am.
[CUSTOMER][NEUTRAL] I got another card.
[AGENT][NEUTRAL] See here.
[CUSTOMER][NEUTRAL] I mean you can take it out at the same time.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII] is the.
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] Security code.
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] Um, 6,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Not [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So it's a charge of $23.14. Let me get that processed for you, and once I do, I'll have an authorization number for you, but I can also send the uh receipt via email if you would like.
[CUSTOMER][NEUTRAL] Yeah, you can send it to the email.
[AGENT][NEUTRAL] All right, let's see here. Will it be the Mimi 3007?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, your authorization number I have is 521.
[AGENT][NEUTRAL] 306.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I could help you with while we're on the phone, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, on the card that's on file.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Or the check that's on file, whichever one it is.
[CUSTOMER][NEUTRAL] Uh, can you cancel that until I get my bank straightened out?
[AGENT][NEUTRAL] Uh, well, let me see if I can get you the right person to help you out with that. I'm only, uh, to take payments, so let me um let me get you the right person real quick, just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Thank you for and APL this is [PII] how may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in billing. Um, I have a Miss Parker on the phone. She's just paid a payment on some invoice, uh, some policies, but she's wanting to remove her information, her banking information, something's going on with her bank, and she's just wanting to take it off for now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, we can't remove the bank information. Um, mm, unless she's changing account number, we can go ahead and change her account number, but we, we are unable to stop anything from it.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I, I don't know if she has another bank account that she could change it to.
[CUSTOMER][NEUTRAL] Um, I can go ahead and take her, her call.
[AGENT][NEUTRAL] Oh, OK. So her there's two different policy numbers. One is 493148.
[CUSTOMER][NEUTRAL] What's your policy?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the other is 493153.
[CUSTOMER][NEUTRAL] 493 4
[CUSTOMER][NEUTRAL] 493, what's the rest? Sorry.
[AGENT][NEUTRAL] 1493 is the beginning on both of them and the last three is 153 and 148.
[CUSTOMER][NEUTRAL] 153.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the callback number is the one that's on the screen.
[CUSTOMER][POSITIVE] All right, I got it.
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] Alright, I'm gonna join you guys just a second.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I have [PII] on the phone and she's gonna help you out with that banking information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Yes, ma'am. You have a great day. Thanks for calling APL.