AccountId: 011433970860
ContactId: b7e06013-0438-49f8-833d-9ef09bc847d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222720 ms
Total Talk Time (AGENT): 65449 ms
Total Talk Time (CUSTOMER): 62098 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/b7e06013-0438-49f8-833d-9ef09bc847d8_20250106T17:30_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] in customer service. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. um, I have a member on the line wanting to uh pay his premium over the phone.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It is 733-747.
[CUSTOMER][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] And his callback number is different than the number he's calling from?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, uh, send them to me.
[CUSTOMER][POSITIVE] All right, thank you very much. Have a good day.
[AGENT][NEUTRAL] Mhm. You too.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I need to, uh, pay a premium, please.
[AGENT][POSITIVE] OK, I can help you with that. Let me get it all pulled up real quick.
[AGENT][NEUTRAL] That is not the email address.
[AGENT][NEUTRAL] You want to pay the 15,780?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Alrighty, Mr. [PII], I'm ready for that, uh, card number.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, let me make sure I have this correct, but, OK, yeah, I've got the number wrong. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Ah, OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] There we go, and the name on the card?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And is [PII] a good email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am.
[AGENT][POSITIVE] OK. All righty.
[AGENT][NEUTRAL] That's been processed and you'll receive that confirmation number.
[AGENT][NEUTRAL] You know I strators.
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] Alright thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.