AccountId: 011433970860
ContactId: b023638e-ea63-446a-b761-adc39ef878f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350619 ms
Total Talk Time (AGENT): 141983 ms
Total Talk Time (CUSTOMER): 113404 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/b023638e-ea63-446a-b761-adc39ef878f5_20250317T13:35_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, I cannot hear you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I cannot hear you.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Oh, no, now I can hear you. Yes.
[AGENT][NEUTRAL] Sorry, I don't know what and I turned my headset off and turned it back on and I guess that was it. Sorry, this is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Hey, OK, I thought you left. I, I, I, I lost you again. Um, OK, so I have a member on the line that needs to make a payment for her life policy.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, sure, what's her policy number?
[CUSTOMER][NEUTRAL] It's 406-899-99.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 406-899-99. I get it pulled up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Can you read it to me one more time? I don't think I typed it right.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's OK. 406-899.
[AGENT][NEUTRAL] 899. OK. I had one too many nines. I knew that didn't look right. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, let's see, so is it, um, Ms. [PII] on the phone?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, I've got her pulled up and I can go ahead and help her with her payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you. Here she comes. Have a good day.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] Right, thank you for holding and being patiently, Ms. [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi, this is [PII]. Uh, how are you doing today?
[CUSTOMER][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Hi, are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am. OK, this is [PII], um, I'm gonna be helping you with your payment today, um, let me make sure I get everything pulled up real quick, um, so I, I do have your policy information here, um, so it looks like your payment is gonna be for $306.20 so let me enter that in real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], I'm ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the expiration date?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you Ms. [PII]. So I'm gonna go ahead and process your payment for $306.20 and if you give me just a moment, I can give you a confirmation number, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I've got your confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it is
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it's N as in Nancy.
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] W
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] W
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I got it thank you so much.
[AGENT][NEUTRAL] And let me see, no problem Ms. [PII]. Would you like me to also send you an email receipt?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, yeah, you can send me that.
[AGENT][NEUTRAL] OK, um, let me see what's your email address?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, I don't even know my email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] That's OK, um, unless you unless you just want the receipt, um, as long as you have that confirmation number then then that should be fine for your records um is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[CUSTOMER][NEUTRAL] Uh, I, I, I think I got two accounts. Uh, if I can do what it's do next.
[AGENT][NEUTRAL] Let me see, let me take a look.
[CUSTOMER][NEUTRAL] In June
[AGENT][NEUTRAL] Let's see, um, I'm only showing this policy, um, do you have another policy number?
[CUSTOMER][NEUTRAL] 00, not with me right now. OK. I have to call back then.
[AGENT][POSITIVE] OK, OK, yes ma'am, if you find that policy number if you can give me a call back then we'll be happy to take a look at that and process any payment that's needed, OK?
[CUSTOMER][POSITIVE] OK, thank you so much. Have a nice day.
[AGENT][POSITIVE] OK, Ms. [PII], you're very welcome. Thank you for calling APL and you have a nice day as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.