AccountId: 011433970860
ContactId: c6cc6f7b-1704-408e-af5d-88f435fd024b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485829 ms
Total Talk Time (AGENT): 201534 ms
Total Talk Time (CUSTOMER): 93192 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/c6cc6f7b-1704-408e-af5d-88f435fd024b_20250110T16:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] in the care team. I've got um Ms [PII] on the phone.
[CUSTOMER][NEUTRAL] Her policy number is 263. I'm sorry, her group number 263.
[AGENT][NEUTRAL] OK, hold on just a moment hold on just a moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 263.
[CUSTOMER][NEUTRAL] 87
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She's calling to make a payment on invoice number 000637.
[CUSTOMER][NEUTRAL] 8129.
[CUSTOMER][NEUTRAL] And she's making the payment in the amount of $1,346.08.
[AGENT][NEUTRAL] And you said you got [PII] on the phone?
[CUSTOMER][POSITIVE] Yes, they do go.
[AGENT][NEUTRAL] And that's not. OK, hold on just a moment. Let me see what I have.
[AGENT][NEUTRAL] Get out of everything and you verified everything, love?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am, she's just to make a payment.
[AGENT][NEUTRAL] OK, 2638.
[AGENT][NEUTRAL] And she's wanting to make a payment.
[AGENT][NEUTRAL] OK, and have you got a good call back number?
[CUSTOMER][NEUTRAL] Yes ma'am, her call back is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. So Miss [PII] on and I can help her with that.
[CUSTOMER][POSITIVE] OK you have a good weekend, [PII] bye bye.
[AGENT][POSITIVE] You too, love. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in group billing. I understand you're wanting to make a payment on group 26387 invoice number 637-8129 in the amount of $1,346.08 is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And a good callback number is the [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, I can help you with that. If you'll hold on just one moment, let me get that up. I do apologize.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oops, that's not let me.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me get that information entered and I can get that.
[AGENT][NEUTRAL] Payment taken for you.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] That is the December premium.
[AGENT][NEUTRAL] That's for rampant Resource, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Ah
[AGENT][POSITIVE] Get my fingers to work here. I do apologize.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, [PII], I am ready for that card whenever you are.
[CUSTOMER][NEUTRAL] Alright, it's gonna be [PII].
[AGENT][NEUTRAL] OK, let me repeat that so we can get it, make sure we got everything. That's 36 I mean [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And the name on the card please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And the expiration date, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code for that account?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so today we're making a payment of.
[AGENT][NEUTRAL] 1000.
[AGENT][NEUTRAL] $346.08 on group 263-87 the December invoice 637-8129.
[AGENT][NEUTRAL] With the card ending in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Expiration date is [PII], with the security code of [PII] and the zip code [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] All right, hold on just a moment and I will get that authorization for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's coming up. I do apologize.
[CUSTOMER][POSITIVE] It's all good.
[AGENT][NEUTRAL] Alright, so Miss [PII], that authorization ID is 226.
[AGENT][NEUTRAL] 489.
[CUSTOMER][NEUTRAL] Alright, got it.
[AGENT][NEUTRAL] All right, Miss [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that'll be it for today thank you so much.
[AGENT][POSITIVE] All right. Well, well, thank you for calling APL and you have a wonderful day and a happy weekend, OK?
[CUSTOMER][POSITIVE] You as well thank you bye.
[AGENT][POSITIVE] Thank you. Mm bye bye.
[CUSTOMER][NEUTRAL] I