AccountId: 011433970860
ContactId: a04312c6-5e49-4410-82b4-9b8a20a4a5ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496450 ms
Total Talk Time (AGENT): 234534 ms
Total Talk Time (CUSTOMER): 169191 ms
Interruptions: 8
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/a04312c6-5e49-4410-82b4-9b8a20a4a5ad_20250303T16:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII] how are you? This is [PII].
[AGENT][NEUTRAL] I'm doing fine, so, how are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a member on the line that needs to make a credit card payment for his policy.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a moment. Let me get that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][NEUTRAL] It's OK. Um, I'm looking for something myself here.
[CUSTOMER][NEUTRAL] Uh, it's Monday, so.
[AGENT][POSITIVE] Yes, it is, definitely is.
[CUSTOMER][NEUTRAL] Yep. It is this morning was like, OK, back to back to back. I'm like, oh, it's Monday.
[AGENT][NEUTRAL] Oh [PII]. I get it. I get it. Um, so you said you had someone on the phone that needed to make a payment and it's an insured.
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][POSITIVE] OK. I can help them with that.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let's see, what is that policy number?
[CUSTOMER][NEUTRAL] It's um 774986.
[AGENT][NEUTRAL] And who do you have on the phone?
[CUSTOMER][NEUTRAL] Um, I have Mr. [PII], for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 774986.
[AGENT][NEUTRAL] And a good callback number for [PII]?
[CUSTOMER][NEUTRAL] Um, that is going to be [PII]. Um, let me get that last [PII].
[AGENT][NEUTRAL] All right. So Mr. [PII] on.
[CUSTOMER][POSITIVE] Yeah, OK, thank you. Have a good day, Miss. You're welcome.
[AGENT][POSITIVE] You, you too, dear. Thank you. You verified him?
[CUSTOMER][POSITIVE] I did, mhm, yes, yeah, you're welcome. Thank you for holding and being patient for me, Mr. [PII]. I got Ms. [PII] on the line and she's gonna assist you with the payment.
[AGENT][POSITIVE] OK. Thank you so much. Mm. All right. Mm.
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][NEUTRAL] All right, Mr. [PII]. Um, this is [PII] in group billing and I understand a good callback number for you is the [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're calling to make a credit card payment, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. And how much are you wanting to pay today?
[CUSTOMER][NEUTRAL] Uh, $19.
[AGENT][POSITIVE] All right, I can help you with that.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Uh, just a moment, let me get this information entered in and I'll be ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Let's see. And that is a quarterly payment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That's up and it should be there around.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I do apologize.
[AGENT][NEUTRAL] I cannot spell this morning.
[CUSTOMER][NEUTRAL] Monday.
[AGENT][NEUTRAL] All right. Yes, it is all day long.
[AGENT][NEUTRAL] All right, Mr. [PII]. What is that, um, card number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and I'm gonna repeat that for you. So I'll make sure I got everything correct. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, [PII]. And the name on the card, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The name on the car, uh [PII].
[CUSTOMER][POSITIVE] It's pretty good at work.
[CUSTOMER][NEUTRAL] [PII] was a friend, a brother and a father.
[CUSTOMER][NEUTRAL] For other officers that were starting their careers.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] All right. And the expiration date, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the code on the back?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so today we're making a payment of $19 which is a quarterly payment on 774986.
[AGENT][NEUTRAL] With the card ending in [PII] with the expiration date of the uh of [PII] card.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Code is [PII] with the zip code of [PII].
[CUSTOMER][NEUTRAL] In addition to
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Hold on just one moment and I will get that um
[AGENT][NEUTRAL] Authorization for you. Oops, uh oh, it won't let me. It says it's declined.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Huh, oh, hold on. Oh, the expiration date, uh, hold on, let me see.
[CUSTOMER][NEUTRAL] It, I mean the expiration date is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do what now?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Really, really.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEGATIVE] OK, that's what I have and it declined it.
[CUSTOMER][NEUTRAL] You just go back over the number again.
[AGENT][NEUTRAL] OK. Check, let me, let me see about the uh security code on the back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. That's the reason why. Hold on just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I thought you said [PII], and I do apologize.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][POSITIVE] And we're good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I do apologize for that. Hold on just one moment and we're gonna.
[CUSTOMER][POSITIVE] Oh, that's all right.
[AGENT][NEUTRAL] Like, like we said, it's Monday.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Some.
[CUSTOMER][NEUTRAL] I told you.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] And mine has started off with the bank, so here we go. The authorization ID is 508.
[AGENT][NEUTRAL] 284.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And Mr. [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] Uh, you as well.
[AGENT][POSITIVE] And thank you so much. Mm, bye bye.
[CUSTOMER][NEUTRAL] All right, bye. Yes, ma'am.