AccountId: 011433970860
ContactId: 8493e1c7-dcd0-4c88-a0e3-876091c83dec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269369 ms
Total Talk Time (AGENT): 111750 ms
Total Talk Time (CUSTOMER): 101893 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8493e1c7-dcd0-4c88-a0e3-876091c83dec_20250602T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I've got Ms. [PII] on the phone. Um, her policy number is 2559336.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] And she's been verified the callback number is the same one she's calling from.
[CUSTOMER][POSITIVE] And she just wants to pay over the telephone and get her policy um reactivated. Customer services went ahead and un lapsed it for us.
[AGENT][NEUTRAL] And um what's her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEGATIVE] Oh, I'm sorry I was thinking I had that written out and I thought that was yours and I was like that's not right.
[CUSTOMER][NEUTRAL] No, I'm [PII].
[AGENT][NEUTRAL] Oh, it's been a day. OK, Miss [PII].
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Policy.
[AGENT][NEUTRAL] 2559336 by chance did you get the amount? I just don't have it pulled up yet.
[CUSTOMER][NEUTRAL] Uh, oh, let me notes. Hold on, let me get out of it.
[AGENT][POSITIVE] No, it's OK, it's OK. It's alright. I just thought maybe I'd ask real quick, 5340 probably. Alright, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] OK, thank you so much. You take care. Bye-bye.
[AGENT][POSITIVE] Thank you. You as well.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] in the billing department. How are you today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] I'm fine, thank you.
[AGENT][NEUTRAL] I understand you're wanting to pay on your policy.
[CUSTOMER][NEGATIVE] Yes, I moved and I totally forgot and I don't have a bill. I don't know if it got lost in the shuffle or.
[CUSTOMER][NEUTRAL] What? So I'm past due.
[AGENT][NEUTRAL] That's all right. I can get that taken care of for you. Um, I want to verify the policy number with you. I have 2559336.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and would you like to pay that, uh, looks like a quarterly amount of 5340?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, let's get that taken care of for you then. I am ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK, this is my bank debit card. It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEGATIVE] I can't, I can't read it.
[AGENT][NEUTRAL] And the last name?
[AGENT][NEUTRAL] Oh yes ma'am. Sometimes I get rubbed off. The last thing I'll need will be the ziling of the billing zip code for the card.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. The, the billing zip code is uh like my.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Wherever you get your statements sent to.
[CUSTOMER][NEUTRAL] My address 7.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Alright, so I have a charging amount of $53.40. Once I have that processed, I will, uh, have an authorization number for you.
[CUSTOMER][NEUTRAL] Now this is due in another month, right? So it should come to the current address, is that correct?
[AGENT][NEUTRAL] If we have your current address on file, yes ma'am, what's your current address?
[CUSTOMER][NEUTRAL] Right, I just give it to her, yes, ma'am. OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let's see here let me get those details.
[AGENT][NEUTRAL] I can also send a receipt to your email address we have on file if you'd like.
[CUSTOMER][POSITIVE] If you don't mind, yes, thank you.
[AGENT][NEUTRAL] Yes, ma'am. OK, the authorization number I have is 061412.
[AGENT][NEUTRAL] And I'm gonna get that over to your email address. I have [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, I will get that sent over and is there anything else I can do for you while we're on the phone?
[CUSTOMER][POSITIVE] No, I appreciate all your help. Thank you so much.
[AGENT][POSITIVE] No problem, thank you for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] You too. Thank you very much. Bye-bye.
[AGENT][POSITIVE] Thank you. mhm Bye-bye.