AccountId: 011433970860
ContactId: cd8b904a-c6b1-40e8-8437-e33cb4a45599
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234039 ms
Total Talk Time (AGENT): 96477 ms
Total Talk Time (CUSTOMER): 85985 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/cd8b904a-c6b1-40e8-8437-e33cb4a45599_20250328T21:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][POSITIVE] Hey [PII], I'm good how are you doing?
[CUSTOMER][POSITIVE] I'm good, thanks for asking. I have an insured on the line and she's just wanting to make a payment on her policy.
[AGENT][NEUTRAL] OK, sure. What's the policy number?
[CUSTOMER][NEUTRAL] Her policy number is gonna be 76,230 and we're speaking to a Miss [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me just get everything here.
[AGENT][NEUTRAL] Alright, I got it pulled up and is the number she's calling from her callback number?
[CUSTOMER][NEUTRAL] Mhm. Yup, sure is.
[AGENT][POSITIVE] OK. All right. I think I've got everything I need. You can go ahead and put her through.
[CUSTOMER][POSITIVE] All right, thanks. Here she comes.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Ms. [PII]?
[CUSTOMER][POSITIVE] Yes ma'am how are you?
[AGENT][POSITIVE] Hi, Ms. [PII], I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I'm pretty good thank you I just need to pay my bill.
[AGENT][POSITIVE] Good, OK, yes ma'am, I can definitely help you with that. Let me get everything pulled up here.
[AGENT][NEUTRAL] I do have your policy up, um, and it looks like your payment is gonna be for $485.39.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me get that amount put in real quick.
[AGENT][NEUTRAL] All right, Ms. [PII], I've got that put in and I'm ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] Uh, it's a Visa and the number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] 1
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I may have confused by repeating that first I can't hear out of my left ear today. My sinuses are stopped up.
[AGENT][POSITIVE] OK. Yeah, that's OK. I think I got it though.
[CUSTOMER][NEUTRAL] So and then.
[CUSTOMER][NEUTRAL] And it's under my name, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Expiration date, do you need that?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm sorry, OK, it's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then your zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. I'm gonna go ahead and process your payment for 48539, and if you'll give me just a moment, I can give you a confirmation number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have your confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, it's 028.
[AGENT][NEUTRAL] 304.
[CUSTOMER][NEUTRAL] 028304
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, so we've got you processed. Um, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Alrighty, uh, that's yeah.
[CUSTOMER][POSITIVE] No, I believe that's taking care of all of it, and I sure appreciate you helping me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely no problem.
[CUSTOMER][POSITIVE] You, uh thank you and I hope you have.
[CUSTOMER][POSITIVE] You have a great day.
[AGENT][POSITIVE] Thank you, thank you, and I hope you have a great day as well. Thank you for calling APL.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.