AccountId: 011433970860
ContactId: 929b81bf-3998-4f28-aa2d-63f3f6684070
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221350 ms
Total Talk Time (AGENT): 90481 ms
Total Talk Time (CUSTOMER): 85369 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/929b81bf-3998-4f28-aa2d-63f3f6684070_20250620T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] from the care team. How are you doing?
[AGENT][POSITIVE] I'm good, [PII], how are you today?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have an insured on the other line who wants to make, um, a premium payment for the year.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK, sure, what's the policy number?
[CUSTOMER][NEUTRAL] It is 241-039-97.
[AGENT][POSITIVE] Thank you, ma'am and I'm talking to like.
[AGENT][NEUTRAL] Is it Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] I don't know if we can take that because it's not.
[AGENT][NEUTRAL] It's Terminator.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, she's
[CUSTOMER][NEUTRAL] Oh wait hold on.
[AGENT][POSITIVE] Wait, I think it's this one right here. You're fine. It's just you. OK, yeah, 255. It is totally fine, sweetie. Send it to me. I'll be glad to help you. You have a good day, OK.
[CUSTOMER][NEUTRAL] Yes, the 255. Yes, I gave you the one she gave me. Sorry.
[CUSTOMER][POSITIVE] Alright, you too. Have a good weekend.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much for holding. I apologize for that wait, and I have billing on the line to assist you further with your payment, OK? Great, thank you so much. I appreciate your help. You're welcome. Thank you, [PII].
[AGENT][POSITIVE] You're welcome. Hey, Ms. [PII], how are you doing today?
[CUSTOMER][NEUTRAL] I'm good. Your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII] and I'll be able to take your payment, OK? Are you wanting to pay the full?
[CUSTOMER][NEUTRAL] Sure. You sound kind of echoey. That's why I wanted to make sure.
[AGENT][NEUTRAL] Oh, OK. Is that better for you, Miss. [PII]? I'm sorry, my connection hasn't been great. Is that better?
[CUSTOMER][POSITIVE] Yeah, that's better thank you.
[AGENT][NEUTRAL] You're welcome. Are you wanting to pay the, the 326. 88, is that correct?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK. What's your, I'm ready for your card number, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, um, the number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. What is the expiration, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is the 3 digit security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your zip code, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. Would you like me to email you a receipt?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I would, please.
[AGENT][NEUTRAL] Sure, verify the email that we've got on file for you please, Ms. [PII].
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] Can you verify your email address for me?
[CUSTOMER][NEUTRAL] Yes, [PII], so [PII].
[AGENT][NEUTRAL] Thank you, ma'am. OK, so I'm gonna process this for [PII], OK?
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][NEUTRAL] You're welcome. So you should be receiving an email with that receipt, Ms. [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] No, I appreciate your time.
[AGENT][POSITIVE] You're welcome. Well, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thanks you as well.
[AGENT][POSITIVE] OK, thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.