AccountId: 011433970860
ContactId: ba05889b-6bbf-4519-8a40-42c54f0ac27e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195720 ms
Total Talk Time (AGENT): 81537 ms
Total Talk Time (CUSTOMER): 55607 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/ba05889b-6bbf-4519-8a40-42c54f0ac27e_20250311T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'd like to make a payment.
[AGENT][NEUTRAL] Alright, I can help you with that. Um, is it for a group or your personal policy?
[CUSTOMER][NEUTRAL] Personal.
[AGENT][NEUTRAL] Alright, what's your policy number?
[CUSTOMER][NEUTRAL] It is 00610786.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] I'm [PII] and it's under my wife [PII].
[AGENT][NEUTRAL] Alright, can you verify the last four of the social?
[CUSTOMER][NEUTRAL] Uh yeah, [PII].
[AGENT][POSITIVE] Thank you. All right, Mr. [PII]. Let me get logged in and I'll assist you with that payment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] You want to make the $30,310.09?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, Mr. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, let me read that back out to you. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. And the name on the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All righty. The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is [PII] a good email to send the confirmation number to?
[CUSTOMER][NEUTRAL] Oh what was it again? The, yeah, yeah.com mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] All righty, Mr. [PII], that's been, I can give it to you as well, but that number has also been emailed. Um, let me get that number for you.
[CUSTOMER][NEUTRAL] If you have the confirmation I'll take it.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] Come on computer. All right, it's 160.
[AGENT][NEUTRAL] 125.
[CUSTOMER][POSITIVE] All right, great, thank you.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. Have a wonderful day.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day as well.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Great.