AccountId: 011433970860
ContactId: c12c5e32-59ce-4e64-a65c-f2bec731db8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169679 ms
Total Talk Time (AGENT): 70406 ms
Total Talk Time (CUSTOMER): 80809 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c12c5e32-59ce-4e64-a65c-f2bec731db8a_20250303T21:03_UTC.wav
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[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Do you have a website that I can make my uh payment online?
[CUSTOMER][NEUTRAL] Or do it has to be mailing?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, um, we don't have a website, but I can help you, um, we can take payment over the telephone.
[CUSTOMER][NEUTRAL] Oh great, my payment is not due until the [PII], but I just wanted to make sure that I could uh do it like this. Hey, uh, do you guys, uh, only take a bank account or you also take credit cards?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We take cards. Um, can you give me your name and your policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh first name is [PII], spelled [PII] Last name is [PII], spelled [PII]
[CUSTOMER][NEUTRAL] And what do I give you the group number?
[AGENT][NEUTRAL] Uh, are you calling for the group or are.
[AGENT][NEUTRAL] Are you calling to make a payment for your own policy?
[CUSTOMER][NEUTRAL] Group, yes, it's a group.
[AGENT][NEUTRAL] OK, what's your group number?
[CUSTOMER][NEUTRAL] No, it's, it's the, it's the group. The group is 80122.
[AGENT][NEUTRAL] OK, let me look up that group real quick.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][POSITIVE] No problem at all. I'm glad I'm able to help you. We'll get this knocked out here in just a second.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK um just for security reasons can you give me your uh email address sir?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying your information for me and what is your invoice number that you'd like to pay today?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] No, I don't want to pay it now. If only I have to pay it on the [PII]. Uh, my question was first, if I could do it online and you're telling me no, I need to make, uh, uh, I can do it, uh, either by mailing or calling you guys and my other question was, can I pay it when I call you guys? May I pay with a credit card or, or, or is it only, uh, via ACH bank account?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It can be a credit card.
[AGENT][NEUTRAL] It can be both. OK.
[CUSTOMER][POSITIVE] OK, well, I'll give you guys, I'll give you guys a call on the [PII] to make sure I make the payment on time.
[AGENT][POSITIVE] OK Mr. [PII], I appreciate you calling today. I'm glad I was able to help you. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am. Thank you much for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and thank you for calling APL, sir.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.