AccountId: 011433970860
ContactId: a5eb17e6-5bf1-43d9-ae52-6d5aac9d44c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231940 ms
Total Talk Time (AGENT): 79439 ms
Total Talk Time (CUSTOMER): 80108 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/a5eb17e6-5bf1-43d9-ae52-6d5aac9d44c3_20250430T13:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Hey, so, I'm great. How are you?
[CUSTOMER][NEUTRAL] I'm good. I'm good, thank you. Um, I have a member on the line that would like to make a credit card payment over the phone for her policy.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely. Do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I do. It's 758-804.
[AGENT][NEUTRAL] OK, that's for [PII] all the way, is that right?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][POSITIVE] OK, alright, I'll be glad to help her. Thank you.
[CUSTOMER][NEUTRAL] You're welcome, and I fully verify her the callback number is the same one in the system, OK?
[AGENT][POSITIVE] OK, thank you so much I appreciate it.
[CUSTOMER][POSITIVE] You're welcome. Here she comes.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] Happy day.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Miss [PII]. I got Ms. [PII] on the line. She's gonna assist you with that payment.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Hey, good morning, Ms. [PII]. How are you this morning?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I am doing great, thank you so much for asking. You wanna make a payment on your account, is that correct?
[CUSTOMER][NEUTRAL] Yes, uh-huh, I have 2 policies.
[AGENT][POSITIVE] OK, yes ma'am, I see that we've got one.
[AGENT][NEUTRAL] For 8940, and that's your cancer policy.
[AGENT][NEUTRAL] You can
[AGENT][NEUTRAL] And the 5205 for the other so that you're gonna be paying 140, 145.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] You're gonna, you are gonna be paying the full amount?
[CUSTOMER][NEUTRAL] Yes, I'll pay the 14145.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, give me just a moment and I'll get that process, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm ready for your card number, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, that card number is [PII].
[AGENT][NEUTRAL] Thank you. And what's the expiration date, please?
[CUSTOMER][NEUTRAL] Expiration date is [PII].
[AGENT][NEUTRAL] OK, what's the security code, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And your zip code, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you so much and I'm gonna.
[AGENT][NEUTRAL] I'm gonna press would you like for me, do you have an email on file for us? Would you like me to email your receipt?
[CUSTOMER][NEUTRAL] Yes, uh, my email address is [PII].
[AGENT][POSITIVE] Thank you, ma'am. That's what we've got. So I'm gonna process that now.
[AGENT][POSITIVE] All right, I've got that processed for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Yes ma'am, thank you for so so much for your.
[AGENT][NEUTRAL] Uh, you're well.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][POSITIVE] Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] OK.