AccountId: 011433970860
ContactId: 9cce50ca-62cd-479a-a3c4-381417f1c0a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270399 ms
Total Talk Time (AGENT): 107364 ms
Total Talk Time (CUSTOMER): 88204 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/9cce50ca-62cd-479a-a3c4-381417f1c0a3_20250605T20:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh.
[CUSTOMER][NEUTRAL] This, uh, I and [PII] from calling for [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, make a payment.
[AGENT][NEUTRAL] OK. Do you have the policy number, ma'am?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, uh, 004068.
[CUSTOMER][NEUTRAL] 94.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is for [PII]. Tell me your name again.
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII].
[AGENT][NEUTRAL] Hi. Hi, Miss [PII], doing OK today? Let me get your callback number just in case we lose connected. What's your callback number, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it. Thank you so much, Ms. [PII] And can you verify the address for me, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you very much. OK, so, are you paying to pay the full amount of the 21925?
[CUSTOMER][NEUTRAL] Uh, yeah, $219.25 yes.
[AGENT][POSITIVE] Yes, ma'am. That's right. OK, well, I can certainly help you with that. Um, let me get to this on the screen.
[AGENT][NEUTRAL] OK, I'm ready for your card number when you're ready, Ms. [PII].
[CUSTOMER][NEUTRAL] should be
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Uh, account number [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] We create
[AGENT][NEUTRAL] Is that your card number, Ms. [PII]?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] That's, that's, that's the bank number. I'm give you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][NEUTRAL] Now, I can take a credit card over the phone.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're set up on [PII]. Yes, ma'am. I just noticed you, you're set up on a, you're set up on [PII]. Would you, are you aware of that?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] I can't hear you.
[AGENT][NEUTRAL] Yes, sir. Are you trying to pay with a credit card? Are you trying to pay with your bank information? What are you trying to pay with?
[CUSTOMER][NEUTRAL] The bank information.
[AGENT][NEUTRAL] OK, well, we've already got that set up in the system for this policy it's to draft on CS, so it's gonna automatically draft.
[CUSTOMER][NEUTRAL] Oh, OK. The routing number?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, give me that routing number again. Let's just that it's right.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what is it, hon?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Yes, ma'am. That's what we got, OK. So, yes, ma'am, it's set to dry for you, OK?
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK. Are you understanding me, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, is that all I can help you?
[CUSTOMER][NEUTRAL] No, say it again.
[AGENT][NEUTRAL] Yes, ma'am, are you understanding what I'm saying that it's already set up to automatic draft.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, so you don't have, yeah, we've already got it set up draft on the [PII] of each month for you, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh, OK. Thank you.
[AGENT][POSITIVE] All right. Is that all I can help you with? You're welcome. You have a good evening, OK?
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.