AccountId: 011433970860
ContactId: a8f9de09-fb8f-4132-9f89-46771194d6b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211970 ms
Total Talk Time (AGENT): 93471 ms
Total Talk Time (CUSTOMER): 69642 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/a8f9de09-fb8f-4132-9f89-46771194d6b9_20250319T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you doing this morning?
[AGENT][NEUTRAL] me
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] I am fine and [PII]. Um, I have an insured on the phone. She has a claim that's pending premium and she's want to know if she can make the payment over the phone.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, let me see if she's on the group, she won't be able to. What's her policy?
[CUSTOMER][NEUTRAL] 740,240. It shows her the mode of payment 3.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, so she can make that payment, um, uh, you can send it over to me and I can process that for her. Um, does she need to do anything else or will her claim, will it send an.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I think what they're more likely uh notice, notice to be sent to the examiner, but uh when you're ready, I can give you that policy number.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] What was that? Oh, you just gave it to me.
[CUSTOMER][NEUTRAL] I said when you, uh, oh, did I give it to you?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh my God, I forgot I gave it to you. Oh Lord, I need to drink more coffee.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] All right, I appreciate you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing well, thank you. Um, so [PII] transferred you over to me to make a payment on your policy. Um, so I've got your policy pulled up, um, and we can go ahead and get that payment taken care of for you. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] OK, so it looks like this is gonna be a payment for 12468.
[AGENT][NEUTRAL] Let me just put your information in real quick.
[AGENT][NEUTRAL] All right, so I'm ready for that card number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, it's in my name and it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the zip code for the card.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So let me go ahead and complete that payment for [PII] and give me just a moment and I'll give you a confirmation number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem
[AGENT][NEUTRAL] OK, I've got your confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK, it's 125543.
[CUSTOMER][NEUTRAL] OK, now my claim is pending because of my payment hasn't been received. Will somebody notify the claims department?
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Yes ma'am, um, I'm applying your payment and then they'll get a notification to go ahead and reprocess that claim, OK?
[CUSTOMER][POSITIVE] All right, thank you so much have a great day.
[AGENT][POSITIVE] Yes ma'am. Thank you for calling APL and you have a great day as well.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You too bye bye bye bye.
[AGENT][NEUTRAL] OK.