AccountId: 011433970860
ContactId: 897adf4a-b1c0-4c02-95bb-0404c004bd30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424480 ms
Total Talk Time (AGENT): 166345 ms
Total Talk Time (CUSTOMER): 145010 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/897adf4a-b1c0-4c02-95bb-0404c004bd30_20250305T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon, [PII]. I have an insured on the line who's wanting to make a um credit card payment on her policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is 251.
[CUSTOMER][NEUTRAL] 738.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 251-738
[CUSTOMER][NEUTRAL] 2521738.
[AGENT][NEUTRAL] All right, say that one more time.
[CUSTOMER][NEUTRAL] 521.
[CUSTOMER][NEUTRAL] 738.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Mhm, that is correct.
[AGENT][NEUTRAL] Um, OK, you can send it to me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and I'm supposed to pay y'all for.
[CUSTOMER][NEUTRAL] Uh, how many months I've missed on my policy?
[AGENT][NEUTRAL] OK. I can definitely help you with that. So currently your policy is only paid to [PII], so you would be due for November, December, January, and now February.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, and that total, well, I get my computer to work.
[AGENT][NEUTRAL] 12,760.
[CUSTOMER][NEUTRAL] 12,760. OK, now that's just the January, right?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It would be, um, November, December, January and February, so you would still be due for the month of March, um, but as long as we get it within the month of March, you're fine.
[CUSTOMER][NEUTRAL] OK, so it's how much? 100 and.
[AGENT][NEUTRAL] Uh, for the 4 months, it's 127. 60.
[CUSTOMER][NEUTRAL] Alright, should I pay this month coming up?
[AGENT][NEUTRAL] You can, you can. Let me add that in there.
[AGENT][NEGATIVE] My fingers do not wanna work today.
[CUSTOMER][NEUTRAL] 15,950, right?
[AGENT][NEUTRAL] Yes, ma'am, for 4 months, I mean 5 months. So you'll be paid, um, [PII].
[CUSTOMER][NEUTRAL] OK, and y'all gonna send me.
[CUSTOMER][NEUTRAL] Things to remind me to pay or what?
[AGENT][NEUTRAL] Let me see what notes are on the policy real quick. It's um,
[CUSTOMER][NEUTRAL] Yeah, cause I don't even know, I don't even know this thing.
[CUSTOMER][NEUTRAL] Do
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, it looks like um the bank account information was updated so it will draft at the end of March for April.
[CUSTOMER][NEUTRAL] Alright, so.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] So everything's cool.
[AGENT][POSITIVE] Yes ma'am, let me get all this entered real quick and um get that payment for you.
[AGENT][POSITIVE] All righty, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] It's the first to arrive, huh?
[AGENT][NEUTRAL] The name on the card?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] Says good through [PII].
[AGENT][NEUTRAL] The Security code?
[CUSTOMER][NEUTRAL] Now where do I find that at? Oh, on that, OK, that's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And the zip code associated with your card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty and do you have an email address you want me to send the confirmation number to?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] All righty. Hang on one.
[CUSTOMER][NEGATIVE] I gave up with him with that.
[AGENT][NEUTRAL] All righty, Ms. [PII], that has been processed. I can either verbally give you the confirmation number or I can have it texted to you.
[CUSTOMER][NEUTRAL] I don't text either. I'm sorry, I'm old school and I'm [PII] something [PII] old, so.
[AGENT][NEUTRAL] It's fine. That confirmation number, if you're ready, is.
[CUSTOMER][NEUTRAL] I am
[AGENT][NEUTRAL] 729.
[AGENT][NEUTRAL] 874.
[CUSTOMER][NEUTRAL] OK, so when I pay you every month.
[CUSTOMER][NEUTRAL] Will there be something coming in here to tell me to pay it?
[AGENT][NEUTRAL] No, ma'am, it'll just be automatically drafted at the end of each month.
[CUSTOMER][NEUTRAL] OK, um, my first horizon visa.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Um, we've got, uh, account number ending in [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Where is that coming from?
[AGENT][NEUTRAL] Um, in order to bank draft, it would have to be um through the actual bank account so we'd have the routing number and the account number of, of the account.
[CUSTOMER][NEUTRAL] What'd you say? What, tell me again because I got my check my checks are right here. I'm looking at them.
[AGENT][NEUTRAL] The, uh, account number ends in [PII].
[CUSTOMER][NEUTRAL] [PII]. That's it. OK, so that's not.
[AGENT][NEUTRAL] All right. Yes, ma'am. It'll draft out of that account.
[CUSTOMER][NEUTRAL] Come out of my checking account, OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Alright, now do we have do I have everything straight with y'all?
[AGENT][POSITIVE] Yes, ma'am, you're good to go.
[CUSTOMER][NEUTRAL] OK, and if something happens to me, what do I, what will my son do? Call y'all?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you very much and I hope you get over your sinuses.
[AGENT][POSITIVE] Thank you. It just started and I'm ready for it to go away already.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I know that. I, I, we live down here in [PII] and boy it's a mess down here right now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Oh yeah. I'm in [PII], so it's not any better.
[CUSTOMER][NEGATIVE] Oh Lord, you're even worse than me.
[AGENT][NEGATIVE] Yeah, yeah, it's not any better.
[CUSTOMER][POSITIVE] Yeah, well, I hope you feel better and thank you so much for helping me.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][POSITIVE] Thank you, bye.