AccountId: 011433970860
ContactId: 8e44b08f-ae19-4af7-93e1-14c06b0497ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176850 ms
Total Talk Time (AGENT): 89929 ms
Total Talk Time (CUSTOMER): 53471 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8e44b08f-ae19-4af7-93e1-14c06b0497ad_20250203T19:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have a spouse on the line that's wanting to make a credit card payment on her husband's policy.
[AGENT][NEUTRAL] OK, let me see what is the policy number?
[CUSTOMER][NEUTRAL] 093-391 [PII] and it is on an annual bill payment.
[AGENT][NEUTRAL] OK, I got them pulled up.
[CUSTOMER][NEUTRAL] Ms. [PII] has verified everything.
[AGENT][NEUTRAL] OK, and that's who's on the line, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, Ms. [PII], and um do you wanna call back?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, what's her call back?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 6056.
[AGENT][NEUTRAL] OK, I've got what I need. You can go ahead and put her through.
[CUSTOMER][POSITIVE] Alright, here she is. Thank you and have a good day.
[AGENT][POSITIVE] Oh, thank you, you too.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Miss [PII]?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][POSITIVE] Hi Miss [PII], how are you doing today?
[CUSTOMER][NEUTRAL] I'm fine how about yourself?
[AGENT][NEUTRAL] Good, I'm doing well, thank you. Um, so I just spoke with [PII] and she gave me your policy information, um, and you're gonna be making a payment, uh, for 14,850 today, is that right?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK. Yes, ma'am. Let me just put that in real quick.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, Ms. [PII], I've got everything entered in and I'm ready for that card number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is that expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then your zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. I'm gonna go ahead and process that payment for 14,850 and give me just a moment and I'll have a um confirmation number for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, are you ready for that number?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, it is 003.
[AGENT][NEUTRAL] 57 and the letter P as in Paul.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] All right, I have that.
[AGENT][POSITIVE] All right, so um it looks like we've got you taken care of. We've got that payment so um you are good to go until um next year. Is there anything else we can help you with today?
[CUSTOMER][POSITIVE] Not today, but thank you very much for your help.
[AGENT][POSITIVE] OK, yes ma'am, you're very welcome. Thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.