AccountId: 011433970860
ContactId: c14f7231-1ab0-40a3-829f-06dc75a26ef1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231320 ms
Total Talk Time (AGENT): 94074 ms
Total Talk Time (CUSTOMER): 78319 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/c14f7231-1ab0-40a3-829f-06dc75a26ef1_20250103T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. Hey, good morning. I've got, um, Ms. [PII] on the phone. Um, her policy number is 715128, and she's calling to make a payment on her policy over the telephone.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Morning.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me get it pulled up. 715128.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, I've got her pulled up. um, you can go ahead and put her through.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK thanks have a good day, [PII].
[AGENT][POSITIVE] Mhm. Thank you. You too, [PII].
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Hi, Ms. [PII] how are you doing today?
[CUSTOMER][POSITIVE] I'm doing well, [PII], how's how about yourself? Good.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] I'm doing well, thank you. um, so I got um your policy information from [PII] and she said that you were wanting to make a payment on your policy today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, perfect. I can help you with that. Let's see. So I have your policy pulled up here. Let's see, your premium is gonna be $112.50.
[CUSTOMER][NEUTRAL] Mhm, now can I pay out of my checking account, miss?
[AGENT][NEUTRAL] OK, let me just put that.
[AGENT][NEUTRAL] Um, so we would actually to process it over the phone we would have to process it by a credit or debit card.
[CUSTOMER][NEGATIVE] OK, well, hope I don't have that at hand. Let me get my credit card.
[AGENT][POSITIVE] Sure, sure, no problem. Take your time.
[CUSTOMER][NEUTRAL] I want it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, I've got my credit card.
[AGENT][POSITIVE] OK, yes ma'am, I'm ready.
[CUSTOMER][NEUTRAL] Alright, the number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the expiration date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the security code?
[CUSTOMER][NEUTRAL] Uh, let's see I can't hardly see that, uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you confirm your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I'm gonna go ahead and process this payment for $112.50 and I will have a confirmation number for you in just one moment.
[CUSTOMER][NEUTRAL] Oh why?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got your confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it's 650-029.
[CUSTOMER][NEUTRAL] 029650029.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, that's it.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] OK. You're very welcome, Ms. [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, well thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] And you're the same.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.