AccountId: 011433970860
ContactId: 964eb8ee-27e3-490e-b4b3-9988b466590a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163929 ms
Total Talk Time (AGENT): 64430 ms
Total Talk Time (CUSTOMER): 38617 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/964eb8ee-27e3-490e-b4b3-9988b466590a_20250505T21:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Doing alright, thank you. I've got a member on the line who's just wanting to make a payment.
[AGENT][NEUTRAL] All right. Do you have the policy number?
[CUSTOMER][NEUTRAL] That is 439-323.
[AGENT][NEUTRAL] 439323.
[CUSTOMER][NEUTRAL] And we are speaking with [PII].
[AGENT][POSITIVE] Alrighty send her on.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, I'd like to make um payment on my um my premium.
[AGENT][POSITIVE] All right, I can help you with that. Let me get everything pulled up and entered, and I'll be glad to take that payment for you.
[AGENT][NEUTRAL] You're wanting to make the $27 payment?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Um, uh.
[AGENT][NEUTRAL] All right, Ms. [PII], I'm ready for um that uh card number.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Miss [PII]. All righty, let's.
[AGENT][NEUTRAL] Um, I'm gonna send this confirmation number to [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Now, let's complete this payment.
[AGENT][POSITIVE] All righty, Ms [PII], that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alrighty well thank you for calling ATL and you have a good day.