AccountId: 011433970860
ContactId: 7f47a050-1872-4c5f-89d5-c66d8f095011
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 546700 ms
Total Talk Time (AGENT): 248871 ms
Total Talk Time (CUSTOMER): 183896 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/7f47a050-1872-4c5f-89d5-c66d8f095011_20250310T20:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Well, hey [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] Crazy, but I'm OK.
[CUSTOMER][POSITIVE] Yeah, yeah, it's going around today I promise you.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Um, well, I have an insured on the line who is wanting to pay her premium over the phone.
[AGENT][NEUTRAL] OK, and who is it?
[CUSTOMER][NEUTRAL] Um, this is going to be for Miss.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And her policy number is 602187.
[AGENT][NEUTRAL] And a good callback number?
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] It should be the one you see on the screen that is the same as the one that we have well actually.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, the one that she's calling from and it's in the system is [PII]. It is the one in Lyon, it's the one she gave me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], what now?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me get back to the screen. Her phone number is [PII].
[CUSTOMER][NEUTRAL] And she is fully verified.
[AGENT][NEUTRAL] And she's wanting to make a payment.
[CUSTOMER][POSITIVE] That is correct, yes, ma'am.
[AGENT][NEUTRAL] I can help her with that. Let me get to that screen.
[AGENT][NEUTRAL] 60218.
[CUSTOMER][NEUTRAL] 7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, you can send Ms. [PII] on.
[CUSTOMER][NEUTRAL] All right then.
[CUSTOMER][NEUTRAL] Are you ready for?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] She's so oh, I was like, uh 00, but you are.
[AGENT][NEUTRAL] Uh, um.
[CUSTOMER][POSITIVE] Uh, hey, it's good. We had a laugh at the end of the day, [PII], that's good.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, yep, yep, OK, so I wanna ask you this one more time then, are you ready for Ms. [PII]?
[AGENT][POSITIVE] I am ready for Miss Miss [PII].
[CUSTOMER][POSITIVE] OK, well that, well, thank you so much and you have a great evening, OK?
[AGENT][POSITIVE] You as well. Thank you.
[CUSTOMER][POSITIVE] Thank you too. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye bye.
[CUSTOMER][NEUTRAL] Mmm.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII] in group billing. [PII] said that you were wanting to make a payment today on credit card, uh, and I understand a good call back number for you is the [PII] excuse me, [PII]. Is that correct?
[CUSTOMER][NEGATIVE] Yes, no.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK, and um.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Familiar
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's you and then.
[AGENT][NEUTRAL] I can help you with that and you're wanting to make a payment today of.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] You're [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. If you hold on just one moment. Let me get that all entered in here.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What's your name again?
[AGENT][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Mother, right, that's pretty. I never heard that before.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Alright, miss
[AGENT][POSITIVE] [PII], if you hold on just one moment, let me get all this entered in and I can help you with the rest of that and we'll get you taken care of.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] And that is your quarterly payment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Do they have that in [PII]? No.
[AGENT][NEUTRAL] All right, Ms. [PII]. And can you give me that, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That card number, please?
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and I'm gonna repeat that for you. And that's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And the name on the card, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what is that expiration date, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the um security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Ms. [PII], and the zip code, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so today we're making a payment of 5490 on policy 602187. Your quarterly payment on the card ending in [PII] and the expiration date is [PII] with the.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Code of [PII] and the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] All right. Is there anything, uh, what, what, what, let me get, get there and I'll give you your confirmation code.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] All right. Now, Ms. [PII], that authorization ID is 155648.
[CUSTOMER][NEUTRAL] 155648
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with today, Miss, Miss [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too. Bye-bye. Oh wait, I got one more question. What? Uh, I need to get a tube, a cap on the tooth. How much do you all pay for that?
[AGENT][POSITIVE] Thank you. Yes, ma'am. Sure.
[AGENT][NEUTRAL] That is something that I would not be able to answer. I would have to transfer you over to our claims and benefits department and they would be able to help you with that.
[CUSTOMER][POSITIVE] Alright thank you I appreciate it.
[AGENT][NEUTRAL] You all right, you want me to transfer you then?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right. I can help.
[CUSTOMER][POSITIVE] Thank you, [PII]. You have a great day.
[AGENT][POSITIVE] You as well, Miss. Thank you. And if you don't mind holding on just one moment, I'll get you over to our dental claims and they'll be able to help you with that.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] All right, thank you so much. One moment please.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII]. Um, I have Ms. [PII] on the phone and her policy number is 602187 and her good callback number is [PII] and she is wanting to know about um a procedure.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] 07 OK dental, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, dear. You have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] All right, bye bye.