AccountId: 011433970860
ContactId: 8031def4-ef97-47db-83b8-2cd6f1648771
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268510 ms
Total Talk Time (AGENT): 100348 ms
Total Talk Time (CUSTOMER): 93932 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/8031def4-ef97-47db-83b8-2cd6f1648771_20250325T21:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. How are you?
[AGENT][NEUTRAL] I'm OK. How about yourself?
[CUSTOMER][POSITIVE] I'm good, thank you. I have a member on the line. She would like to make a payment over the phone.
[AGENT][NEUTRAL] OK, just a second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I can't remember I don't know what my brain is done for the day. Let's see. Oh.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] It's almost we're almost there. Almost there.
[AGENT][POSITIVE] Great, what's that policy number, love?
[CUSTOMER][NEUTRAL] It is uh really old. It's 61087.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the name?
[CUSTOMER][NEUTRAL] The name is Ms. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy number?
[AGENT][NEUTRAL] You already gave me that sorry.
[CUSTOMER][NEUTRAL] The policy number is 6, yeah. It's OK.
[AGENT][NEGATIVE] I'm telling you, my brain, I'm done.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] It's all good. I know. What time do you get off at [PII], like me?
[AGENT][NEUTRAL] All right, I guess I am.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, we only have 6 minutes. Well, 5 minutes we'll get in there. We'll get in there.
[AGENT][POSITIVE] Yes, ma'am. OK, I'm ready for it whenever you are.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, here she comes.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you Ms. [PII]. I got Ms. [PII] on the line. She's in the group billing department and she's gonna assist you with the payment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] from the billing department. So I just wanna verify your callback number just, oh hi, I just wanna make sure I have the right number in case we get disconnected. Is it [PII]?
[CUSTOMER][NEUTRAL] Hi there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, good. I just wanna make sure I have the right number. So would you like to make a payment, a quarterly payment, annual payment? What would you like to do today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, just pay, make the annual payment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And is that the $42?
[CUSTOMER][POSITIVE] That yes that is correct.
[AGENT][NEUTRAL] Yes, OK, 42.
[AGENT][NEUTRAL] And I just want to verify that the policy number she gave me is 061087.
[CUSTOMER][NEUTRAL] 61087 that is correct.
[AGENT][POSITIVE] All right. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] The number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] That is um [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Once I get that processed, I will have an authorization number for you.
[AGENT][NEUTRAL] And I can also send it via email if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'll be fine.
[AGENT][NEUTRAL] Is the MAS D E Z 23 email OK to use?
[CUSTOMER][POSITIVE] That is fine, thank you.
[AGENT][NEUTRAL] All right, I'm gonna send that right your way. Authorization number I have is 017.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 63 D as in Delta.
[CUSTOMER][NEUTRAL] 01763D.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Was there anything else I can help you with while we're on the phone?
[CUSTOMER][POSITIVE] No, we're good. Have a good day.
[AGENT][POSITIVE] All right, well I hope you have a great rest of your week and thank you for calling ATL.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.