AccountId: 011433970860
ContactId: b7757955-a004-4fbe-875c-0f26fd3aae3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438859 ms
Total Talk Time (AGENT): 175768 ms
Total Talk Time (CUSTOMER): 138819 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/b7757955-a004-4fbe-875c-0f26fd3aae3c_20250512T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I would like to make a payment, please.
[AGENT][NEUTRAL] OK, yes, I can help you with that. Are you calling for your policy or are you calling with a group?
[CUSTOMER][NEUTRAL] Uh, I'm calling to pay my individual policy.
[AGENT][NEUTRAL] OK, no problem, and what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] 00630820
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, Mr. Her, can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your address and your email address?
[CUSTOMER][NEUTRAL] [PII]. The email address is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and just to confirm, it looks like the number you're calling from also matches what we have in the system and that's still a good callback number for you, right?
[CUSTOMER][NEUTRAL] Uh, yes, what number do you have?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yes, and uh I would also like to add my cell number also, please.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Looks like we only have one spot for a phone number um do you have a preference? Would you rather have this phone number or would you rather have your cell phone number?
[CUSTOMER][NEUTRAL] Uh, let me give you my cell number as uh first preference.
[AGENT][NEUTRAL] OK, OK, what is that number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you sir I'll make sure we get that updated.
[CUSTOMER][NEUTRAL] Will you repeat that please?
[AGENT][NEUTRAL] Let me, yes sir, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] It's correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, so let me look in here. I understand you're wanting to make a payment on your policy. We can definitely take care of that. Let me get everything pulled up on my end and we'll get that processed for you.
[AGENT][NEUTRAL] Let's see, looks like your payment is gonna be 16863. Let me enter that amount in.
[AGENT][NEUTRAL] OK, Mr. [PII], I'm ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The expiration is [PII]. The number on the back is [PII].
[AGENT][NEUTRAL] OK. And can you confirm that zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, thank you, Mr. [PII]. I'm gonna process that payment for [PII]. Give me just a moment and I'll give you a confirmation number as well, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, are you ready for that confirmation number?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, 07.
[AGENT][NEUTRAL] 100.
[AGENT][NEUTRAL] D as in dog.
[CUSTOMER][NEUTRAL] OK, that's 07100 D as in dog.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes sir, that is correct. Would you like me to email you a receipt as well?
[CUSTOMER][NEUTRAL] No, that's it, it isn't necessary. Uh, I will, now, uh, according to my records, I don't owe again until August. Is that correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] Yes sir, that is correct. Your next bill will be in August.
[CUSTOMER][NEUTRAL] OK, also I have another one I would like to pay too.
[AGENT][NEUTRAL] OK, let me see give me one moment.
[CUSTOMER][NEUTRAL] That policy number.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] 9 H as in house 0102059.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] OK, I've got your second policy pulled up and it looks like that premium is gonna be for $7.80.
[AGENT][NEUTRAL] OK, let me get that put in real quick.
[AGENT][NEUTRAL] OK, I've got that put in, um, so I'll just need that card number again.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Expiration is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me complete that payment and it will be again for $7.80 and let me get you your confirmation number for this payment.
[AGENT][NEUTRAL] OK, and that confirmation number is 045.
[AGENT][NEUTRAL] 96 D as in dog.
[CUSTOMER][NEUTRAL] OK, 04.
[CUSTOMER][NEUTRAL] 596
[CUSTOMER][NEUTRAL] Do
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] OK, absolutely, no problem, Mr. [PII]. Is there anything else we can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, I've given you enough money today, so.
[AGENT][NEUTRAL] Yes, sir, I understand.
[CUSTOMER][POSITIVE] Alright, thank you very much. All right, bye bye.
[AGENT][POSITIVE] OK. You're very welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.