AccountId: 011433970860
ContactId: a680fd39-32af-48a0-b2b5-cc62cecee1e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221639 ms
Total Talk Time (AGENT): 64359 ms
Total Talk Time (CUSTOMER): 101457 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/a680fd39-32af-48a0-b2b5-cc62cecee1e7_20250227T22:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I've got an insured on the back line, um, that's wanting to make a premium payment over the phone for 2 months. She's set up as quarterly, but she's just wanting to do 2 months, which will pay her to 31, and she's aware that she's gonna have to get that in or she'll be terminated.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 257-062-8 Ms. [PII].
[CUSTOMER][NEUTRAL] And she just wants to pay 6240.
[AGENT][NEUTRAL] And she knows that she's gonna have to call and pay more come like in a couple of days.
[CUSTOMER][NEUTRAL] I told her, yeah, I told her before it's because if not, it's gonna last. I said she won't have but the until the end of March and after that, she'll get a letter.
[AGENT][NEUTRAL] Alrighty, let me get that credit card thing pulled up real quick.
[CUSTOMER][NEUTRAL] But I guess she's in a financial pickle and she's trying to at least get what's owed caught up.
[AGENT][NEUTRAL] Alright you can send her on.
[CUSTOMER][POSITIVE] All right, she's been verified here she goes, thank you.
[AGENT][POSITIVE] Alright, thanks.
[AGENT][NEUTRAL] Miss, Mrs. [PII], can I help you?
[CUSTOMER][NEUTRAL] Yes, and I need to make a payment. They told me that they were sending me to you.
[AGENT][POSITIVE] All [PII]. I can take care of that for you. Let me get it all entered real quick.
[AGENT][POSITIVE] All righty, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. It is, um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] Is [PII] and [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 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, I am ready, yes, and and it it's [PII].
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] All right, that's been processed.
[CUSTOMER][NEUTRAL] And if you can please give me that confirmation, OK.
[AGENT][NEUTRAL] Let me get the number pulled up for you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, confirmation number 573.
[CUSTOMER][NEUTRAL] OK, one second. I'm sorry, 573.
[AGENT][NEUTRAL] 37, OK.
[AGENT][NEUTRAL] 376.
[CUSTOMER][POSITIVE] 376 thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it. I will call back in March to do the other um.
[CUSTOMER][NEUTRAL] The other half I just needed it like this for right now.
[AGENT][POSITIVE] All righty, that sounds good and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too, sweetie. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Yeah.