AccountId: 011433970860
ContactId: 80a35498-b7fc-4b87-9b04-a8c035dbc9d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268700 ms
Total Talk Time (AGENT): 67970 ms
Total Talk Time (CUSTOMER): 83556 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/80a35498-b7fc-4b87-9b04-a8c035dbc9d5_20250131T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Hey, I'm so wonderful. I have a Ms. [PII] on the phone who wants to make payments on 4 different whole life policies.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And I have all four policy numbers. Um, the first one is 154832.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The next one is 154968.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 154969
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last one is 626-823.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Perfect and I'll introduce you, Ms. [PII] when we join, is that OK?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], are you still there with me?
[CUSTOMER][POSITIVE] Yes. Hey, thank you for your patience. I have Ms. [PII] on the line. She is going to be able to help take payment for all those policies for you today.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you. My pleasure.
[AGENT][NEUTRAL] All righty, Miss [PII]. Like she said, my name is [PII] and I'm gonna.
[AGENT][NEUTRAL] Get that payment for you.
[AGENT][NEUTRAL] You're wanting to do the 3 months for each policy, is that correct?
[CUSTOMER][POSITIVE] Yes, that's what I do, yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I have a total of $86.16. Does that sound about right?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] All righty. Let me get it all entered real quick.
[AGENT][POSITIVE] Alrighty, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the email address to send your confirmation number to?
[CUSTOMER][NEUTRAL] Don't have email.
[AGENT][NEUTRAL] Alrighty, um, I can send it to uh a cell phone number if that would work.
[CUSTOMER][NEUTRAL] You can send it to my phone number.
[AGENT][NEUTRAL] OK, what's the phone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, let me finish processing this.
[AGENT][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] Uh let me get to my other screen.
[AGENT][POSITIVE] All righty. I just sent that text confirmation number to you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alrighty well thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you.