AccountId: 011433970860
ContactId: a0dd9d60-14d4-46b2-b094-b16f1e9d3054
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303730 ms
Total Talk Time (AGENT): 138849 ms
Total Talk Time (CUSTOMER): 89976 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/a0dd9d60-14d4-46b2-b094-b16f1e9d3054_20250304T22:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] Hey, I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good. I have an insured on the phone. She's got two policies and she's wanting to make a credit card payment on them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy numbers.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One of them is 675-114.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the other one is 675-113.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Get the credit card thing pulled up.
[AGENT][NEUTRAL] I'm my own computer.
[AGENT][NEUTRAL] Of course gotta sign in.
[AGENT][NEUTRAL] Alright you can send it to me.
[CUSTOMER][POSITIVE] All right, thank you, Kay and here she is.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mrs. [PII], can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm, I'm making a payment over the phone.
[AGENT][POSITIVE] Alrighty, let me get your policy pulled up real quick and get it all entered and I can take that payment for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] My computer will not be so slow.
[CUSTOMER][NEUTRAL] Are you in [PII] too, or are you somewhere else?
[AGENT][NEUTRAL] I am
[CUSTOMER][NEUTRAL] OK. Cause I had the bad weather down a little earlier.
[AGENT][NEUTRAL] Well, it's where I'm at, it's actually coming through now.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, cause the only thing we get here is rain. We've been having rain all day long so far.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yeah, the rain has just started here. It had been, um,
[AGENT][NEUTRAL] Um, windy all day.
[AGENT][NEUTRAL] And so now the, the rain is coming in.
[CUSTOMER][POSITIVE] But I like [PII] as long as I can see through it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] You want to pay the 3 months on each one?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, I have a total of $230.61.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] Uh, [PII], I mean, [PII].
[CUSTOMER][NEUTRAL] I'm trying to go back in time. [PII].
[AGENT][NEUTRAL] Security code?
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And is [PII] a good email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] These used to be on two different dates. How did they end up on the same?
[CUSTOMER][NEUTRAL] Do they?
[AGENT][NEUTRAL] Um, let me look.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, well, honestly, I can't tell you. Um, it might simply just be, um, how the days have lined up, um.
[AGENT][NEUTRAL] Yeah, I'm, I'm not really sure because in October, it drafted on the [PII] or it was due or paid on the [PII].
[AGENT][NEUTRAL] Um, well, now it.
[AGENT][NEUTRAL] It looks like it's it bills around the the [PII].
[AGENT][NEUTRAL] Each time.
[CUSTOMER][NEUTRAL] But they was, I was getting a different.
[CUSTOMER][NEUTRAL] Like they was, uh, I was thinking they were two different times of the month, but then they end up on doing the same at the same time.
[AGENT][NEUTRAL] Yeah, um, I'm, I'm looking at.
[AGENT][NEUTRAL] It looks like maybe back in.
[AGENT][NEUTRAL] [PII] or [PII], it may have, the, the date may have gotten changed, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, yeah, it, it, it could be that.
[CUSTOMER][NEUTRAL] as long as I can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and so I've processed that credit card payment. You should be receiving that confirmation number shortly. Um, is any, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] All [PII]. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye.