AccountId: 011433970860
ContactId: cadd34ac-818e-4a57-be66-c47cabac544d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328679 ms
Total Talk Time (AGENT): 77110 ms
Total Talk Time (CUSTOMER): 105649 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/cadd34ac-818e-4a57-be66-c47cabac544d_20250411T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] with Broker Resources. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm well. I have an insured on the line who needs to make a payment and was inquiring about making a payment over the phone.
[CUSTOMER][NEUTRAL] Um, do you guys take payment over the phone?
[AGENT][NEUTRAL] Yes, what's the policy number?
[CUSTOMER][NEUTRAL] Well, that's my problem and she gave me one, but I don't see that she's in line, so I'm hopefully you can help. 648,290 and it's 00648290.
[AGENT][NEUTRAL] And what's the insured's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] Come on, um.
[AGENT][NEUTRAL] OK, the policy number is 648229.
[CUSTOMER][NEUTRAL] That might have been my fault. I'm sorry.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], are you still with me?
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] I have [PII] on the line for you she'll take it from here, OK?
[CUSTOMER][POSITIVE] OK. Have a great day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hey, Ms. [PII], like she said, my name is [PII] and I can assist you with that, uh, card payment for your policies. You want to pay for both policies, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All righty, perfect. Let me get it all entered and.
[CUSTOMER][NEUTRAL] Uh, you accept credit cards or it's uh being draft.
[AGENT][NEUTRAL] Um, it would need to be a debit card or credit card.
[CUSTOMER][NEUTRAL] Oh, I wanna wait, let me get, can you, 01 minute till I get my credit card.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All righty. I have a total of, I have a total of 127.51. Is that how much you're wanting to pay?
[CUSTOMER][POSITIVE] You're ready
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Hang on one second.
[CUSTOMER][NEUTRAL] long lasting. That's just another phone.
[AGENT][NEUTRAL] All righty, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the number is [PII].
[AGENT][POSITIVE] Thank you. And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty. And is joyful [PII] a good, uh, email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that's my, uh, that's my email address.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] And.
[AGENT][POSITIVE] All right, I've processed that payment and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling ATL and you have a good afternoon.
[CUSTOMER][NEUTRAL] OK.