AccountId: 011433970860
ContactId: 7f1ff550-f2de-48ad-8ed1-b78d0207a5c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320940 ms
Total Talk Time (AGENT): 123742 ms
Total Talk Time (CUSTOMER): 101497 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/7f1ff550-f2de-48ad-8ed1-b78d0207a5c7_20250409T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] from the care team. I have a caller on the other line. Um, she is looking to make a payment.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Um, I can give you, yes, policy number 2486734.
[CUSTOMER][NEUTRAL] And she has been verified as well.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] This policy is on a group policy. Is she calling about her individual policy or, or the group?
[CUSTOMER][NEUTRAL] Uh, she's calling about.
[CUSTOMER][NEUTRAL] Oh man, I don't know. She, I have the I don't know. Hold on.
[AGENT][NEUTRAL] Who's on the phone? [PII]?
[CUSTOMER][NEUTRAL] She, oh sorry, she, yes, she gave me the invoice number.
[AGENT][NEUTRAL] What's the invoice number?
[CUSTOMER][NEUTRAL] As well.
[CUSTOMER][NEUTRAL] It is 638-3354.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] She is calling to make a replacement.
[CUSTOMER][NEUTRAL] Yes, so she said that that she received a letter non-sufficient payment fund.
[AGENT][NEUTRAL] Yeah you can send it to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEGATIVE] Yeah, I was calling to pay an invoice that was um insufficient funds.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Let me get everything pulled up and I can assist you with that.
[AGENT][NEUTRAL] For 27047?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Alrighty, hang tight let me enter all this.
[AGENT][NEUTRAL] And I'll take that card payment.
[AGENT][NEUTRAL] Get all my bells and whistles pulled up here.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Um, say [PII].
[AGENT][NEUTRAL] Um.
[AGENT][POSITIVE] All righty, [PII], I am ready for that card number.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The name on the card?
[CUSTOMER][NEUTRAL] Uh, [PII], do you misspell anything?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, and the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 23. Alrighty, [PII], I'm going to.
[AGENT][NEUTRAL] Uh, send the, send the confirmation number to the email, uh, as long as I can spell correctly, the email that we have on file.
[AGENT][NEUTRAL] And let me get that processed.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEGATIVE] It is being slow today.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Really slow.
[AGENT][NEUTRAL] I do apologize. I don't know. I know. I don't know what.
[CUSTOMER][NEUTRAL] Well, they always are.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Action.
[AGENT][NEUTRAL] You might have to read that card number and information back out to me. Hang on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm having to start all over.
[AGENT][NEUTRAL] All right, one more time with that card number.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] as the security code?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][NEUTRAL] [PII]'s.
[AGENT][NEUTRAL] Enter this email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, perfect. That went through that time. I did not have any hiccups and you should be receiving that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] No, that was it thank you so much.
[AGENT][POSITIVE] All righty, [PII], thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.