AccountId: 011433970860
ContactId: d0f20bef-8021-428e-94b4-1c1befe2bd4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185940 ms
Total Talk Time (AGENT): 62800 ms
Total Talk Time (CUSTOMER): 72383 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/d0f20bef-8021-428e-94b4-1c1befe2bd4b_20250214T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good thank you. I have uh an insured on the line. She's trying to make a payment for her premium for dental.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the policy number is 617676.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] Yes, correct. And I did fully verify her, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright you can send it to me.
[CUSTOMER][POSITIVE] OK, thank you. Here you go.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Ms. [PII].
[CUSTOMER][POSITIVE] I got [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] All righty, [PII]. Let me get everything pulled up and entered real quick and I can assist you with that payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, I have the total premium of 10,980.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, it's [PII] expiration date [PII].
[AGENT][NEUTRAL] And what's the name on the card?
[CUSTOMER][NEUTRAL] It's my name [PII].
[AGENT][NEUTRAL] Uh, the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] What's that, [PII]?
[AGENT][NEUTRAL] The zip code associated with the card?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And do you have an email address you want me to send this confirmation number to?
[CUSTOMER][NEGATIVE] No, I, no, I don't. I would like to get it over the phone.
[AGENT][NEUTRAL] OK. Let me get that processed.
[AGENT][NEUTRAL] Alrighty, that's been processed and the confirmation number is if my computer will cooperate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] 792-366
[CUSTOMER][NEUTRAL] 792
[CUSTOMER][NEUTRAL] 366
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you, hon. I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you.