AccountId: 011433970860
ContactId: 8fde5e0f-be85-4d0e-8dc1-cf7797ec4204
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426190 ms
Total Talk Time (AGENT): 192239 ms
Total Talk Time (CUSTOMER): 145712 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/8fde5e0f-be85-4d0e-8dc1-cf7797ec4204_20250127T14:15_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is with billing. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Morning, [PII]. How are you doing?
[AGENT][POSITIVE] Doing fine, thank you. How are you [PII]?
[CUSTOMER][POSITIVE] I'm doing well. I've got a payment on an on a policy, uh, call. It's individual policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number is 154.
[CUSTOMER][NEUTRAL] 791
[CUSTOMER][NEUTRAL] The policy is for [PII] and I've verified her information. I have the daughter [PII] on the line to make the payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 15479.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] And I have [PII]'s callback number if you need that.
[AGENT][NEUTRAL] OK, please.
[CUSTOMER][NEUTRAL] That callback number is [PII].
[CUSTOMER][NEUTRAL] 452.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and who have you got on the phone on the phone?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The insured's daughter [PII].
[AGENT][NEUTRAL] [PII], OK, that's what I thought. I wasn't sure because so this is for [PII] and she's wanting to make a payment?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Mm, OK. I can help her with that if you'll send her on.
[CUSTOMER][NEUTRAL] All right. Well, I reckon I'll see you tomorrow.
[AGENT][NEUTRAL] OK, so that's the plan anyway.
[CUSTOMER][POSITIVE] I hear you. Well, good to talk to you. Let me get Miss [PII] on the line. Have a great day. Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Thank you, dear.
[CUSTOMER][POSITIVE] [PII], thank you for your patience. I do have [PII] in our billing department that will assist you with processing that payment. Thank you for calling APL and I hope you have a great day. Thank you so much. You're very welcome bye bye bye bye.
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in group billing, um.
[AGENT][NEUTRAL] I understand a good call back number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you so much. And you're wanting to make a payment on your mom's policy, the 154791.
[CUSTOMER][POSITIVE] You're so welcome.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK. All right. Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any way I could put it on um automatic payments like to come out of my card?
[AGENT][NEUTRAL] Uh, not through us, no, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, I'll just make a payment then.
[AGENT][NEUTRAL] That's fine. That's fine. We don't offer that at the moment, so I do apologize.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's OK, thank you.
[AGENT][NEGATIVE] OK, you just give me one moment. Let me get that. It's just, that was not working.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the amount of that payment you wanna make.
[CUSTOMER][NEUTRAL] Um, it's the.
[AGENT][NEUTRAL] Is
[CUSTOMER][NEUTRAL] 1393836.
[AGENT][NEUTRAL] 138 36. OK. I can help you with that then. Let's see.
[CUSTOMER][NEUTRAL] But they got a mail, a new letter in the mail for [PII], and it said 15915. I'm not sure what that's all about the interest due $12.73.
[AGENT][NEUTRAL] From us
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Does it look just like the other bill statement that I have, but I don't know. I was like, uh, I usually just pay the 138.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK. I see the 138. I can check on that other for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, right.
[AGENT][NEUTRAL] OK, and that is a
[AGENT][NEUTRAL] So it's semi-annual.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], I am ready for that card number when you're ready.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK. And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and the name on the card, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And so [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And, and the expiration date, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code associated with that card, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you so much. OK, [PII], so we're making a payment today of 13836, 6 months premium on policy 154791 and the last four digits of the card is [PII]. Expiration date [PII] and the security code [PII], and zip code [PII] I mean 07.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7, yeah.
[AGENT][POSITIVE] OK, thank you so much. I got that and if you hold on just one moment, I will get you that authorization code.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] You're so welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. [PII], the um authorization ID is 027.
[AGENT][NEUTRAL] 44 P as in Paul.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That is all.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.