AccountId: 011433970860
ContactId: a15a2e97-66cb-409d-988b-d37a5797d479
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190820 ms
Total Talk Time (AGENT): 88989 ms
Total Talk Time (CUSTOMER): 60851 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/a15a2e97-66cb-409d-988b-d37a5797d479_20250401T15:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling area. Can I help you?
[CUSTOMER][NEUTRAL] Hey, I need to pay my bill with my card.
[AGENT][NEUTRAL] I can help you with that. Is it for your individual policy or a group policy?
[CUSTOMER][POSITIVE] Explore a great policy.
[AGENT][NEUTRAL] OK, let's start with the group number.
[CUSTOMER][NEUTRAL] And I have that number if you need it.
[CUSTOMER][NEUTRAL] Alright, it's 13149.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] All right, and can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Thank you and what about the phone number we should have on file?
[CUSTOMER][NEUTRAL] Um, it should be [PII].
[AGENT][POSITIVE] Thank you and is that a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, just ask to speak to [PII].
[AGENT][NEUTRAL] All right, and is that who I'm speaking with?
[CUSTOMER][NEUTRAL] It is.
[AGENT][POSITIVE] All righty, [PII]. Thank you very much. And can you verify your email address?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Perfect, thank you. OK, so you're wanting to pay an invoice, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, we were mailing checks, but the one got lost, so I just decided I was gonna call every month and pay with my card.
[AGENT][POSITIVE] All [PII]. I can definitely help you with that. Let me get it all pulled up and entered real quick.
[AGENT][NEGATIVE] My computer is being slow, it's acting like a Monday.
[CUSTOMER][NEUTRAL] Uh-huh, we've had that today and it feels like yesterday.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, you're wanting to pay the April invoice?
[CUSTOMER][NEUTRAL] Yes, for the 165 37.
[AGENT][POSITIVE] Perfect thank you let me finish inputting it real quick.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, 165 37.
[AGENT][NEUTRAL] It is 8438427. All righty, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] Alrighty, it is a Mastercard.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Expiration date?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] alrighty and I'm gonna send that confirmation number to the email you provided.
[CUSTOMER][POSITIVE] Thank you, I will staple and put it to this folder.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, alrighty, [PII], I've got that processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, have a great day.
[AGENT][POSITIVE] Alright, thank you for calling APL and you have a good day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Right.