AccountId: 011433970860
ContactId: cfec3fe0-6526-4d3b-b812-e62749e26b58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213779 ms
Total Talk Time (AGENT): 73244 ms
Total Talk Time (CUSTOMER): 89072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/cfec3fe0-6526-4d3b-b812-e62749e26b58_20250506T15:57_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], I've got an insured on the line that is wanting to make a payment on her policy and her spouse's policy. They're on quarterly, and they're active.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] All right. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do. It's Ms. [PII] 1266916.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I did verify everything she's up to date. Her callback number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], which is what the number she's calling from and her her husband's policy number is 127.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[CUSTOMER][NEUTRAL] 0805
[AGENT][POSITIVE] Thank you so much. I'll be glad to have that, OK.
[CUSTOMER][POSITIVE] Alright, here she goes thank you love, have a good day.
[AGENT][POSITIVE] All right. You're welcome. You too, honey.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hey, this is [PII] in the billing department. How are you doing today?
[CUSTOMER][POSITIVE] Doing good.
[AGENT][NEUTRAL] Well, good. I understand you want to make a payment on your policy and your husband's policy. Is that right?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][POSITIVE] OK, let me get that color for you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the total for both is gonna be 137 10.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'm ready when you are. I have a debit card.
[AGENT][NEUTRAL] All right. Yes, ma'am. Give me a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. OK. I'm ready for your card number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And your expiration date, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In the security head?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's your zip code, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Process that payment for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you email email me a copy of the receipt?
[AGENT][NEUTRAL] I can. Did we verify your email address? Let me make sure we have the correct one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ma
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]. Is that it?
[CUSTOMER][NEUTRAL] It's actually [PII].
[AGENT][NEUTRAL] Oh, maybe I missed the T. Let me make sure. Hold on, I'm sorry.
[AGENT][POSITIVE] Yes, we do have the tea. I apologize. Yes, ma'am, we've got it for last single here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. No, that's OK.
[AGENT][POSITIVE] OK, I'll send that to you right now, OK? All right. Is that all I can help you with?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] No, that's it. Bye.
[AGENT][POSITIVE] OK, have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you so much.