AccountId: 011433970860
ContactId: cb78c513-9817-4dec-a1ed-570ffc736e91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 847340 ms
Total Talk Time (AGENT): 448685 ms
Total Talk Time (CUSTOMER): 238847 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/cb78c513-9817-4dec-a1ed-570ffc736e91_20250310T17:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][POSITIVE] I'm an insured on the line. Hey, and I'm so glad you answered, um, this, I have a man on the line.
[AGENT][NEUTRAL] I'm not.
[CUSTOMER][NEUTRAL] Uh, he wants to make a payment on his policy and he pays yearly, and, you know, so he wants to make that yearly payment.
[AGENT][NEUTRAL] Mm, [PII], I thought she is my friend.
[CUSTOMER][NEUTRAL] Uh 00.
[AGENT][NEUTRAL] I'm just messing with you. I just had to make you smile.
[CUSTOMER][NEGATIVE] I like oh no.
[CUSTOMER][NEGATIVE] I was worried.
[AGENT][POSITIVE] No, it's not a problem. Uh it's not a problem at all. That is, that is something that's easy peasy.
[AGENT][NEUTRAL] Breaking easy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, we've got a gentleman on the phone who wants to make a payment. And what is his name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But the policy number is 602155.
[AGENT][NEUTRAL] 602-155 and his name is [PII], and a good callback number for Mr. [PII]?
[CUSTOMER][NEUTRAL] Right, and
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And he's wanting to make a yearly payment on 602-155. I can help him with that if you'll send him mine.
[CUSTOMER][NEUTRAL] Alright, I sure will. Now this was last, but I did reactivate it, you know, to take that payment just to let you know that part, um, because it goes back to January.
[AGENT][POSITIVE] Oh, OK, because it was in January. OK, that's great. That's great. That's the reason why you got that phone call.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. OK. Here he comes.
[AGENT][NEUTRAL] That's OK. I can't take payments unless it's activated.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] All right. You send him on and I'll take care of him. Thank you, love.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mr. [PII], this is [PII] in group billing. Uh, [PII] said that you were wanting to.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I'm sorry, I.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'm sorry, ma'am. I didn't get your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Spell that for me, please.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh, OK, thank you, [PII].
[AGENT][NEUTRAL] You're welcome. Um, and [PII] said that you were wanting to make a payment on your policy, your yearly premium, and a good call back number for you is the [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Let me get that.
[CUSTOMER][NEUTRAL] What number? Say that again.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What number is that? is that a telephone number or something?
[AGENT][NEUTRAL] Is that your callback number?
[CUSTOMER][NEUTRAL] Oh, my callback number?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And what you just said uh [PII].
[AGENT][NEUTRAL] The [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, just give me a moment. I got to log in here.
[AGENT][NEGATIVE] You don't like to keep me logged in.
[CUSTOMER][NEUTRAL] I wanna get that done, uh, you know, electronic ran you know, funds transfer.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] That way, I want to get it done electronically through the bank where I have my money, so I, so I can't forget anymore.
[AGENT][NEUTRAL] Oh, are you wanting, so you're wanting to change it to the bank, a bank draft?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me get this payment for you so we can get you called up. And then once I get this called up, I mean, we get this called up and I do apologize, I will have to get, uh, transfer you to customer service so they can get that information for you and get it set up on a bank draft.
[CUSTOMER][NEUTRAL] A yearly bank draft, yeah, automatic.
[AGENT][NEUTRAL] OK, um, that's what I'm saying is I would have to, after I get this payment form from you.
[AGENT][NEUTRAL] Then um I'll have to transfer you over again for customer service to get that information for you, OK?
[CUSTOMER][NEUTRAL] Which payment do you want to get from me right now? Which one? The one I owe you for a month or so?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] For the yearly premium?
[AGENT][NEUTRAL] Of 3:39 60.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Is that correct? Is that how much you want? OK.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] All right. 3,939,360. All right. And if you'll just give me a moment, let me get all the information in that I need to get in before I get your card number.
[CUSTOMER][POSITIVE] That's exactly what it is.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And what is that card number, please?
[CUSTOMER][NEUTRAL] My, uh, my credit card number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] The number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna repeat that for you. So we've got [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, you want, what kind of car it is?
[AGENT][NEUTRAL] No, sir. I needed to know the name that is on the card.
[CUSTOMER][NEUTRAL] You mean home bank, debit, Visa card? Is that, is that what you mean?
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] What is the name that is o[PII] the credit card?
[AGENT][NEUTRAL] Whose name is it? It's under your name? Is that correct?
[CUSTOMER][NEUTRAL] Oh yes, yes, it's on [PII]
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] OK, well, I didn't know if your initial was in there or not. That's what I was getting at.
[CUSTOMER][NEUTRAL] No, it's not. No, it's not just [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's what we needed to, to know. That's not a problem. And what is the expiration date on that?
[CUSTOMER][NEUTRAL] Expiration date is [PII].
[AGENT][NEUTRAL] And what is the um the three-digit code on the back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code that goes with that credit card?
[CUSTOMER][NEUTRAL] It's what?
[AGENT][NEUTRAL] That I need your zip code that is associated with that credit card.
[CUSTOMER][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] All right, Mr. [PII]. Um, today we are making a payment of 39,360 with the card ending in [PII].
[AGENT][NEUTRAL] With the expiration date of [PII]. The security code, the security code is [PII] and the zip code is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's my zip code. Yes, ma'am.
[AGENT][NEUTRAL] All right. Well, if you'll hold on just one moment, I will get that authorization ID for you and, um.
[AGENT][POSITIVE] Then I can get you back over to our customer service department and they will get it set up on a bank draft for you, OK? Or get the information for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on just one moment.
[AGENT][POSITIVE] It it'll come up real quick. We're gonna.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Don't sound too good.
[AGENT][NEGATIVE] Uh, it's just one of them things. It's just something went down the wrong way.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, what state, what state are you in?
[AGENT][NEUTRAL] I am in [PII].
[CUSTOMER][POSITIVE] Wow, it's not too far.
[AGENT][NEUTRAL] No, sir, it's not.
[AGENT][NEUTRAL] So that um authorization ID is 604128.
[CUSTOMER][NEUTRAL] 4128.
[AGENT][NEUTRAL] 604128.
[CUSTOMER][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] You had it just those 4 numbers.
[AGENT][NEUTRAL] No, it's 60.
[AGENT][NEUTRAL] 4128.
[CUSTOMER][NEUTRAL] Oh, OK, and what number is that?
[AGENT][NEUTRAL] That is your authorization ID. That's just saying that your payment went through.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] All right, Mr. [PII], and if you don't mind holding again, I can transfer you over to our customer service department and they'll be able to get the rest of that information for you, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with before I transfer you back?
[CUSTOMER][NEGATIVE] Yes, I gave you. I thought I'd given you all anything you needed. Why am I being transferred back to uh.
[AGENT][NEUTRAL] I can't do the bank draft information. I don't have that authorization to do that, so I can do the credit card, but I can't do, um, the, the set I hadn't got that.
[CUSTOMER][NEUTRAL] Again.
[AGENT][NEUTRAL] To set up the um.
[AGENT][NEUTRAL] For your bank draft.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] And I do apologize, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. One moment, please.
[AGENT][POSITIVE] And again, thank you for calling APL and you have a wonderful day and if you hold one moment, we will get you over there, OK?
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hey, [PII], I have Mr. [PII] on the phone, and he is wanting to be set, I mean, he pays yearly. I just got his credit card payment after [PII] had transferred him over here. She had the lapsing, but I got his, um, credit card payment. he's paid current now. He's wanting to set this up as a yearly bank draft.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] All right, uh.
[AGENT][NEUTRAL] He's just wanting to set it up on the bank draft so we don't forget again.
[CUSTOMER][NEUTRAL] Trying to wrap wrap, um, I, I wrap my brain around real quick. I'm shifting gears so bad over here, so many.
[AGENT][NEUTRAL] Me, hey, don't feel like the Lone Ranger, honey.
[CUSTOMER][NEUTRAL] I know you are too, honey. No, I'm not saying that. What's that policy number, dear?
[AGENT][NEUTRAL] I do apologize. That is 602-155.
[CUSTOMER][NEUTRAL] A PIM and uh whatever it is, and went to type I'm like I don't have a freaking number.
[AGENT][NEUTRAL] And he, and a good phone number to call him back, just in case it's the [PII].
[AGENT][POSITIVE] And he's real sweet.
[CUSTOMER][NEUTRAL] OK, so the bank draft information will have to be mailed to him where he can go online and print it out. So I, you know, whatever he wants to do.
[AGENT][NEUTRAL] Let's see, I don't, I didn't know all that.
[CUSTOMER][NEUTRAL] No, no, no, I'm thinking out loud. I do this to everybody. I have to think out loud.
[AGENT][NEUTRAL] No, but I mean, no, but if I knew that, I could have told him that and, um, but I didn't. I, I, I.
[CUSTOMER][NEUTRAL] Well, well.
[CUSTOMER][NEUTRAL] and I really, I don't know whose places what to do anything anymore, but I do believe that's.
[CUSTOMER][POSITIVE] Our place to do that. So put Mr. [PII] on through, sweetheart.
[AGENT][POSITIVE] All right. And he's, like I said, he's really sweet.
[CUSTOMER][POSITIVE] All right, thank you, [PII]. Oh.
[CUSTOMER][POSITIVE] OK, wonderful. That always helps.
[AGENT][POSITIVE] All right. All right. Yes, it does. All right, dear. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.