AccountId: 011433970860
ContactId: c886ada8-65ba-4d20-8290-e958acf41e64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194449 ms
Total Talk Time (AGENT): 80955 ms
Total Talk Time (CUSTOMER): 86052 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/c886ada8-65ba-4d20-8290-e958acf41e64_20250106T15:01_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], how are you? This is [PII].
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. I have a member on the line. She's trying to make a credit card payment for her policy.
[AGENT][NEUTRAL] OK, what is her policy number?
[CUSTOMER][NEUTRAL] It's 606-740.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got, yes, I got [PII] on the line and I verify her information. The callback number is the same one in the system.
[AGENT][NEUTRAL] Um, and this is Ms. [PII]?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK. All right. I think that's everything I need.
[CUSTOMER][POSITIVE] Mhm. All right, here she comes. Have a good day.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me Ms. [PII]. I've got Miss [PII] on the line. She's gonna take care of the payment for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well. How are you today?
[AGENT][NEUTRAL] Good. I'm doing well, thank you. Um, so [PII] did give me all of your policy information and she let me know that you were wanting to make a payment on your policy, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, of course, I can definitely help you with that. Um, so it looks like your payment is gonna be $54.90.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm. That's what I'm prepared to pay.
[AGENT][POSITIVE] OK, great. And I am ready for your card number, Ms. [PII] whenever you're ready.
[CUSTOMER][NEUTRAL] Do y'all do direct from the checking or you just need the card number or you need the card number?
[AGENT][NEUTRAL] Um, so, so over the phone we can only take a credit or debit card.
[CUSTOMER][NEUTRAL] OK, well I have a debit card. I'll give you that. OK, uh, the card the card number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then your zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I'm gonna go ahead and process that payment for $54.90 and I'll have a confirmation number for you just one moment.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, I have that confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is 090.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 410.
[CUSTOMER][NEUTRAL] OK, I have 090410.
[AGENT][NEUTRAL] Yes, ma'am, that's it.
[CUSTOMER][NEUTRAL] OK, OK, your name is [PII]?
[AGENT][NEUTRAL] OK. [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK. [PII], OK. Thank you, [PII]. OK. Thanks.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all I needed today. Thank you.
[AGENT][POSITIVE] OK. You're very welcome. Well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too. OK. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.