AccountId: 011433970860
ContactId: b87537b5-4bfe-4515-9bc3-8315dbde8db3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584869 ms
Total Talk Time (AGENT): 254495 ms
Total Talk Time (CUSTOMER): 147602 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/b87537b5-4bfe-4515-9bc3-8315dbde8db3_20250217T15:00_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is Maliaro Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How about yourself?
[CUSTOMER][POSITIVE] I'm good thank you. So I have an insured on the line who would like to uh make a premium payment over the phone.
[AGENT][NEUTRAL] All right, I can help them with that. What is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right. 603-608 for Miss [PII].
[AGENT][NEUTRAL] 03608.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no. 603.
[AGENT][NEUTRAL] OK, hold on, I can't hear you right.
[CUSTOMER][NEUTRAL] 608. I hear, uh, yeah, I hear a lot of noise in the background.
[AGENT][NEUTRAL] 603-608.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on, let me get there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's a lot.
[AGENT][NEUTRAL] Louder than normal.
[CUSTOMER][NEUTRAL] Uh-huh, I hear that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is, it is.
[CUSTOMER][NEUTRAL] Don't we know that there's a rule now? We have to be quiet?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Um, no, that don't happen.
[CUSTOMER][NEGATIVE] Not a lot of background noise.
[AGENT][NEUTRAL] Um, well, you know.
[AGENT][POSITIVE] It is what it is. We got jobs. We're blessed and um.
[CUSTOMER][POSITIVE] Right. Yes, ma'am. Yes, ma'am. Amen.
[AGENT][NEUTRAL] We can make it through this and.
[CUSTOMER][NEUTRAL] And then.
[AGENT][POSITIVE] We're gonna be able to help and what's a good callback number?
[CUSTOMER][NEUTRAL] OK, her phone number is the one that's in the system, the [PII]. That's her phone number.
[AGENT][NEUTRAL] OK. And you've verified everything?
[CUSTOMER][POSITIVE] She is fully verified. I told her about the OSC, but she really doesn't use the internet, so I told her if at some point she changed her mind, she could call us back and we'd be happy to give her that information.
[AGENT][NEUTRAL] Oh, they can pay on the OSC now?
[CUSTOMER][NEUTRAL] Oh no, she and I did tell her she can't do that. I told her it just gives her access to her information, but I, you know, we're supposed to be telling them about it, so I did.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Right. OK, not a problem, not a problem. I'll be able to help her with that and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can send her on.
[CUSTOMER][POSITIVE] OK. Well, thank you so much, Meet, and I hope you have a wonderful day.
[AGENT][POSITIVE] You as well. Thank you, [PII]. All right. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. OK, [PII]. Bye-bye.
[AGENT][POSITIVE] Good morning Ms. [PII]. This is [PII] in group billing. Um, I understand you're wanting to make a payment today. I can help you with that. And a good call back number for you just in case it's [PII].
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thank you so much. All right, just one moment, let me get this information entered and we'll be able to um.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Get that payment for you and you're wanting to make a payment of the 5490, is that correct?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that. Just one moment.
[AGENT][NEUTRAL] Gotta get this other information in first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and that is a
[AGENT][NEUTRAL] Quarterly payments.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, let's see, Miss [PII].
[AGENT][NEUTRAL] Now, I am ready for that card number, please.
[CUSTOMER][NEUTRAL] I gave all that number.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] OK, cause she took off, yes, I, you can hear me?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, I gave her all the everything and she just said that somebody was gonna process it. Let me go back and get my card and stuff again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, she didn't give me that information. I do apologize.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That I do.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you want the card number, the entire card number?
[AGENT][NEUTRAL] Yes, ma'am, please.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment, repeat that for you so we can get that, make sure I got it right. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the name on the card, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and that expiration date, please, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][NEGATIVE] No, but it's pretty bad like.
[AGENT][NEUTRAL] And the back on, on the, the code, the security code?
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] The security [PII].
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Thank you, and the zip code associated with that card, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so today we're making a payment, a quarterly payment on policy 603-608 for [PII].
[AGENT][NEUTRAL] With the card ending in [PII].
[AGENT][NEUTRAL] Expiration is [PII].
[AGENT][NEUTRAL] The security code is [PII], with the zip code of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, but the expiration date is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. I do apologize. Thank you so much. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] Thank you so much we got that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Just one moment and I will give you that um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The authorization ID where we got that, hold on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so that authorization ID is.
[AGENT][NEUTRAL] 000.
[AGENT][NEUTRAL] 810.
[CUSTOMER][NEUTRAL] 810 OK.
[AGENT][NEUTRAL] Yes, ma'am. 008, I mean 000810.
[AGENT][NEUTRAL] OK. And Miss [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Mhm that's it.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] OK thank you you too.
[AGENT][POSITIVE] Thank you so much, mm bye bye.
[CUSTOMER][NEUTRAL] Bye bye.