AccountId: 011433970860
ContactId: b0ee2e95-2b65-4688-8ea2-094ce95f694c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302980 ms
Total Talk Time (AGENT): 142992 ms
Total Talk Time (CUSTOMER): 98459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/b0ee2e95-2b65-4688-8ea2-094ce95f694c_20250314T15:38_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII], I'd like to uh make my monthly payment, please, using a credit card.
[AGENT][NEUTRAL] Make a monthly payment? You bet you and then um do you mind if I go ahead and take just your first name and a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure. First name is [PII], spelled [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] Perfect thank you [PII] and what's the policy number we're looking to pay on today?
[CUSTOMER][NEUTRAL] Do I give you the group number? What, what's the
[AGENT][NEUTRAL] Oh, I'm so sorry. Are you calling to make a payment for the for the employee group or for your personal policy?
[CUSTOMER][NEUTRAL] The group.
[AGENT][NEUTRAL] The group, OK, if I could actually get the group number then my friend.
[CUSTOMER][NEUTRAL] OK. 80122.
[AGENT][NEUTRAL] Thank you and I'm just gonna verify some really quick information with you and then I'm gonna go ahead and get you in touch with one of our agents who can process payment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, perfect. If you could verify for me please the name and mailing address of the group and then the phone number and email.
[CUSTOMER][NEUTRAL] Yeah, it should be on the floor consulting corp.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And needed the address [PII].
[AGENT][POSITIVE] Wonderful and then just the phone number on file and the email on file, my friend.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] Perfect, thank you so much. And I'm gonna put you just on a brief, I cannot talk today. I'm so sorry. I'm gonna put you on a brief hold and I'm gonna get an agent on the line for you who can process your payment, but you won't have to re-verify any of your information, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hey, let me ask you, so do you, I'm still missing one of the, the cards for one of the, uh, employees, [PII] hasn't received his card yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me take a look at that, um.
[AGENT][NEUTRAL] And what was his first name again, my friend?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, I do see that um you said he has not received his card yet?
[CUSTOMER][NEUTRAL] No, we, I had the, the ones online that I cut out, but I, I have not yet received the like a hard copy one to put in your wallet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, um.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Let me go ahead and.
[AGENT][NEUTRAL] Just make sure I have his address on file. Do you want me to go ahead and have one sent out to um his mailing address for you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I will go ahead and I will try to get [PII] a copy of his policy ID card sent his way and then um hopefully that will go out, if I submit it today, the request it should go out in the mail Monday.
[CUSTOMER][POSITIVE] That's fine thank you.
[AGENT][POSITIVE] Yes, it's my pleasure. Thank you so much and I've got that working and then I'm gonna put you on a brief hold and let's get you in touch with one of our agents to process payment, OK?
[CUSTOMER][POSITIVE] Thank you appreciate it.
[AGENT][POSITIVE] My pleasure. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Spring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] Hey, I'm so wonderful. I've got um Mr. [PII] on the phone, and he's calling to make a payment for his group.
[CUSTOMER][POSITIVE] OK, good number.
[AGENT][NEUTRAL] Yes, it is [PII] and I've gone ahead and I've verified him.
[CUSTOMER][NEUTRAL] Uh let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] Flower Consulting Group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Alright you can send them on over.
[AGENT][POSITIVE] Perfect and I'll introduce you, Ms. [PII] when we join. is that OK?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, [PII], are you still there with me?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][POSITIVE] Alrighty I have Miss [PII] on the line she's one of our agents and she's gonna be able to help you process that payment, OK?
[CUSTOMER][POSITIVE] Great.
[AGENT][POSITIVE] Thank you you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Alrighty, like, uh, hey, how are you?