AccountId: 011433970860
ContactId: d0de17d5-1431-40d0-a66e-50e9ec9b2de8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 598559 ms
Total Talk Time (AGENT): 254650 ms
Total Talk Time (CUSTOMER): 98843 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/d0de17d5-1431-40d0-a66e-50e9ec9b2de8_20250507T17:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is calling. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm doing fine, [PII], thanks for asking. How are you?
[CUSTOMER][POSITIVE] You're welcome. I'm doing good. Um, I have an insured on the other line that needs to make a payment.
[AGENT][POSITIVE] OK, just a moment. I do apologize.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Well
[AGENT][NEGATIVE] I can't get my stuff to work here.
[CUSTOMER][NEUTRAL] What happened? Oh.
[AGENT][NEUTRAL] It's the user.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait, what did you say?
[AGENT][NEUTRAL] I said it's the user me.
[CUSTOMER][NEUTRAL] Oh, that's what I thought you said.
[AGENT][NEGATIVE] Issues are error.
[AGENT][NEUTRAL] All right. You said you got an insured on the phone that was wanting to make a payment?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All righty. And what is that policy number?
[CUSTOMER][NEUTRAL] Policy number is 603608.
[AGENT][NEUTRAL] 603-608.
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And um what's a good call back number for [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right, and you then verified everything else.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. You can send [PII] on and I'll be glad to take care of it.
[CUSTOMER][POSITIVE] Alrighty, thank you, hold on one moment.
[AGENT][POSITIVE] You're welcome, dear.
[CUSTOMER][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Good morning. Uh, good afternoon, Ms. [PII]. Um, I understand a good callback number for you is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct. Correct.
[AGENT][NEUTRAL] Alright, and uh I also understand that you're wanting to make a payment today.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] Just a moment. Let's get all that done. Let me get my information entered for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and that is a quarterly payment, is that what you're wanting to make or how much are you wanting to?
[AGENT][NEUTRAL] To make today.
[CUSTOMER][NEUTRAL] Yeah, the quarterly, quarterly payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that is the [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, then I can help you with that. So, Ms. [PII], what is the card number that you'll be?
[AGENT][NEUTRAL] Using today.
[CUSTOMER][NEUTRAL] The card number?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, let me repeat that for you, and that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And the name on that card, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII]. OK. And the expiration date, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the security code, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, Ms. [PII], thank you so much. So today we are making a one time payment of the 5490.
[AGENT][NEUTRAL] Uh, policy 603-608.
[AGENT][NEUTRAL] Quarterly payment?
[AGENT][NEUTRAL] With the card ending in [PII]. Expiration is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] With the security code of [PII] and the zip code is [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] Alright, thank you so much and if you'll hold just one moment I'll be able to get that authorization ID for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see what we have today.
[AGENT][NEUTRAL] Oh, I didn't you pick it up?
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] Um, just.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Trying to find the transactions.
[AGENT][NEUTRAL] I know it just went through.
[AGENT][NEUTRAL] Hold on, let me go back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do apologize.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] Today.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] I know.
[AGENT][NEGATIVE] I do apologize. I hate to do it. I don't want to do this again and.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] He accepted it? What happened?
[AGENT][NEUTRAL] It's not showing that I have a transaction.
[AGENT][NEUTRAL] Today, OK.
[CUSTOMER][NEUTRAL] Did it
[AGENT][NEUTRAL] Oh, I got it. Never mind. I was, mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was beginning to worry because I knew it went through.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It would have been OK.
[AGENT][NEUTRAL] Oh, well, I wouldn't have wanted to put it through again and.
[AGENT][NEUTRAL] And not be able to credit it to your account is what I'm saying so I wanted to make sure I had everything. OK, so the authorization ID is 01.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 00.
[AGENT][NEUTRAL] 14.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, I just need a question, ask you a question.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Is [PII] your savior [PII] your savior?
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] OK, that's all I was asking.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I am truly blessed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Well, thank you for calling APL Ms. [PII], and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You too, in a blessed continuous year.
[AGENT][POSITIVE] You as well. Thank you so much.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] All right. Bye-bye.