AccountId: 011433970860
ContactId: aae04409-f771-4cf5-ab0a-572348d0227e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309540 ms
Total Talk Time (AGENT): 91022 ms
Total Talk Time (CUSTOMER): 93291 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/aae04409-f771-4cf5-ab0a-572348d0227e_20250506T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm doing well. Um, I have a member on the other line who, um, needs, she just needs to make a payment over the phone to.
[CUSTOMER][NEUTRAL] Um, reinstate her policy. It looks like she called yesterday. Customer service reactivated and she was gonna call today to make the payment because she didn't have her card.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Um, it's 793-067.
[AGENT][NEUTRAL] 5254.
[AGENT][NEUTRAL] Is it [PII] or somebody else calling?
[CUSTOMER][NEUTRAL] Um, the policy is [PII], that's the husband. [PII] is on the line. She's the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wife and payer.
[AGENT][NEUTRAL] OK, and is the callback number the one she's calling from the [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] All right, hold on one moment.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][POSITIVE] Yes. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further with your payment, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, Ms. [PII]. This is [PII] in the billing department. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good how about yourself?
[AGENT][NEUTRAL] I'm doing well. So I understand you wanted to make a payment on your policy, um, and that will be with the credit card, and the amount, um, is the quarterly amount 5250, and that would get you paid to July.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, get some information entered in.
[CUSTOMER][NEUTRAL] And you do have the policy numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's the one that's for my husband [PII] because I, she was saying something else, but anyway.
[AGENT][POSITIVE] Yes ma'am, yes ma'am, that's the one I have pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, just give me a second to get some information to come in and I'll be ready to take that payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 2500
[CUSTOMER][NEUTRAL] 0039
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And last thing I need is the zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And would you like to uh copy of the receipt emailed to you or did you want just a confirmation number over the phone?
[CUSTOMER][NEUTRAL] Yeah, no, you can email it'll be fine.
[AGENT][NEUTRAL] OK. And what email would you like that sent to?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] E T T E.
[CUSTOMER][NEUTRAL] L A N E.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so I have [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right. Sending that payment through now and it was successful, so you should see that email that uh receipt in your email um in a minute or two. And uh is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] That'll be all. Thank you so much.
[AGENT][POSITIVE] No problem. It's a pleasure assisting you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.