AccountId: 011433970860
ContactId: 99b3c06f-5dfc-4422-8a17-3def0f91fe2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 621760 ms
Total Talk Time (AGENT): 221919 ms
Total Talk Time (CUSTOMER): 134378 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/99b3c06f-5dfc-4422-8a17-3def0f91fe2d_20250203T18:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got an insured on the phone that wants to make a payment.
[CUSTOMER][NEUTRAL] Uh, let me, and she's been verified. Her policy number is 1266916. That's Ms. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And the number she's calling from is a good call back number.
[CUSTOMER][NEUTRAL] And she's wanting to uh make a payment on this policy and
[CUSTOMER][NEUTRAL] Another policy that's in her husband's name and she just wants to pay it current.
[CUSTOMER][NEUTRAL] Um, I can give you the other policy number too if you would like.
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] I got to get to that screen and I do apologize.
[CUSTOMER][NEUTRAL] No, that's fine. Take your time.
[AGENT][NEUTRAL] OK, and what's that other policy number, huh?
[CUSTOMER][NEUTRAL] The other one is 127.
[CUSTOMER][NEUTRAL] 0805.
[AGENT][NEUTRAL] And that's 127 0805.
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All righty. You can send her on. So it's just those two policies and she's wanting to make a payment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][POSITIVE] I can help her with that. Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, you're welcome, bye bye.
[AGENT][NEUTRAL] Mm, bye-bye, dear.
[AGENT][NEUTRAL] [PII], this is [PII] in group billing. I understand you're wanting to make a payment on two policies and a good callback and a good call back number for you is the [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Just give me a moment. Let me see where I was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's gonna make me log back in and I do apologize.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I thank you for being so patient. So, you're wanting to make a poli uh, a payment on your husband's in your policy?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. I'll be able to get that for you and help you with that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the amount that, so the total amount is?
[AGENT][NEUTRAL] 137 10. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Oh, all right. One moment. Let me get that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] It hasn't lapsed yet, has it? Because it was supposed to be paid on [PII].
[AGENT][POSITIVE] You're good. You got a thirty-day grace period. So, I am still showing, showing that it is, I mean, it's, it's fine.
[CUSTOMER][POSITIVE] Oh thank you [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me double check myself now. I'm not showing that it's lapsed, so I just wanna make sure, but uh, yes, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is, they're still active.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Getting all this information in, I do apologize.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] [PII], we can get that card number now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The card number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna repeat that back to you. So that's gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the name on the card, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII]. And can you give me the expiration date, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the code?
[CUSTOMER][NEUTRAL] The code on the back is [PII].
[AGENT][NEUTRAL] And the zip code associated with that card, please.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] All right. So we're making a payment today of 13,710 on policy 12708.
[AGENT][NEUTRAL] 05 and 1266916.
[AGENT][NEUTRAL] That pays for both of them.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that's on card ending in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the expiration is [PII] with the code of [PII] and the zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, just one moment and I will get that, um.
[AGENT][NEUTRAL] Authorization for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that authorization is 035623.
[CUSTOMER][POSITIVE] OK, thank you so much. Can you send me a receipt? Do you do that?
[AGENT][NEUTRAL] I can do that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and [PII], what is that, um,
[CUSTOMER][NEUTRAL] Email.
[AGENT][NEUTRAL] You want it, you want it to the email or do you want it to your phone?
[CUSTOMER][NEUTRAL] Oh, I'd rather have an email because of my phone. OK, the email address is my first name, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my last name [PII] so it's [PII].
[AGENT][NEUTRAL] I want to make sure you got it. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I've sent that email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm checking now.
[CUSTOMER][POSITIVE] Got it, thank you so very much.
[AGENT][POSITIVE] You're so welcome. Is there anything else, [PII], I can help you with today?
[CUSTOMER][NEUTRAL] No, that will be it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mm thank you. Mm bye bye.