AccountId: 011433970860
ContactId: 9acd2de4-b5a8-4d36-9345-358a973bd76c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167360 ms
Total Talk Time (AGENT): 77371 ms
Total Talk Time (CUSTOMER): 72011 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/9acd2de4-b5a8-4d36-9345-358a973bd76c_20250203T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Well, good morning again, [PII]. This is gonna be our day.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I know you're excited about that, um.
[CUSTOMER][NEUTRAL] I have an insured that wants to make a payment on her policy.
[AGENT][NEUTRAL] OK, what's your policy number?
[CUSTOMER][NEUTRAL] 75438. She has been with us a long time.
[AGENT][NEUTRAL] Yeah, I was about to say that's an old one. OK, um, and is this Miss [PII], how does she pronounce her last name?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Me, me, yeah, and I just called her Ms. [PII], verified all of her information.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty. I think that's.
[CUSTOMER][NEUTRAL] She said that she want first she said I gotta I'm gonna pay by check and then well you have to know that she said I'll pay by card. I'm ready.
[AGENT][POSITIVE] OK, yeah. All righty, well, I am logged in and ready to help her.
[CUSTOMER][POSITIVE] Thank you, [PII]. Let me get her on the line.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII], thank you for your patience. I have [PII] on the line she's going to assist you with that processing that payment and you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. Thank you. Bye-bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Good, um, so [PII] gave me your policy information and let me know that you wanted to go ahead and make your payment over the phone today, um, so I will be helping you with that. Um, let's see, and it looks like your payment is gonna be $35.44.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I've got everything entered in here and I'm ready for your card information whenever you're ready.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the expiration date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And that security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you for that information. Let me go ahead and complete the payment and if you'll give me just a minute, I can give you a confirmation number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that confirmation number is 003917.
[CUSTOMER][POSITIVE] OK. 003997. Thank you. I'm good for a year.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, that's it. You're welcome. Is there anything else we can help you with? Yes ma'am.
[CUSTOMER][POSITIVE] No, I'm good till next year. Thank you. Bye-bye.
[AGENT][POSITIVE] Yes ma'am, you're very welcome. Thank you for calling APL bye bye.