AccountId: 011433970860
ContactId: c3bf189e-2df8-4fd4-b8ee-481fae4d0036
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223740 ms
Total Talk Time (AGENT): 61035 ms
Total Talk Time (CUSTOMER): 84613 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/c3bf189e-2df8-4fd4-b8ee-481fae4d0036_20250307T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I've got an insured on the line that wants to uh make a payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's policy number 86419.
[CUSTOMER][NEUTRAL] [PII], he's got 2 policies.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's that the policy?
[CUSTOMER][NEUTRAL] And he wants to make payment uh 86419 0 that that's the same one hang on, I'm sorry, yeah, the policy is.
[CUSTOMER][NEUTRAL] 137019
[AGENT][NEUTRAL] 127019.
[CUSTOMER][NEUTRAL] 137019.
[AGENT][NEUTRAL] 137
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mr. [PII], and I verified all his information.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] All right, let me get him on the line. You want his callback number just in case?
[AGENT][NEUTRAL] Is it the same one on the policy?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] Um, no, that's fine. I have it there.
[CUSTOMER][POSITIVE] Alright, thank you [PII], let me get him on the line. Hope you have a wonderful weekend.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Mr. [PII], I have [PII] on the line and she's going to assist you with processing that payment. Have a great weekend. That's right.
[AGENT][NEUTRAL] Hey, Mr. [PII], I have the total amount you're wanting to pay is $519.95. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes, sir.
[AGENT][NEUTRAL] All right, let me finish getting this all entered real quick.
[AGENT][NEUTRAL] Just bear with me.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] All righty, Mr. [PII]. I'm ready for that card number.
[CUSTOMER][NEUTRAL] Yes sir [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII] initial [PII].
[CUSTOMER][NEUTRAL] Last name [PII], looks like [PII].
[AGENT][NEUTRAL] All righty. The 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][NEUTRAL] Alrighty. And is [PII] a good email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Alrighty, Mr. [PII], that's been processed and uh the confirmation number has been emailed to [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that's all. Thank you, ma'am.
[AGENT][POSITIVE] All right. Thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.