AccountId: 011433970860
ContactId: d1e53b2e-e339-46ec-bd3e-761691d56a75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339640 ms
Total Talk Time (AGENT): 127640 ms
Total Talk Time (CUSTOMER): 136264 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/d1e53b2e-e339-46ec-bd3e-761691d56a75_20250505T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Sorry. Good afternoon, [PII]. This is [PII] in customer service. Um, I have Ms. [PII] on the line with policy 646-524.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Um, and she wants to make a card payment on her policy. Um, she was lapsed already because of an overdue, but it's because she never received the invoice for her semi-annual premium. So I went ahead and activate it and you can go ahead and take that premium for her.
[AGENT][NEUTRAL] Oh dear, OK.
[AGENT][NEUTRAL] OK, let me just get logged in here real quick.
[AGENT][NEUTRAL] And did you get a callback number for her?
[CUSTOMER][NEUTRAL] Um, the same one as in the system. Um, let me look at it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That one ending on [PII].
[AGENT][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] Which is the same one she's calling from mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Well, OK, there we go.
[AGENT][POSITIVE] All right. I'm ready for it whenever you are. Thank you.
[CUSTOMER][POSITIVE] Thank you. Have a good one.
[AGENT][POSITIVE] You too, thanks.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you today?
[CUSTOMER][NEUTRAL] we discussed that.
[CUSTOMER][POSITIVE] Good how are you doing today?
[AGENT][POSITIVE] I'm doing well. I understand you're wanting to pay on your, uh, policy.
[CUSTOMER][POSITIVE] Oh yeah, I wanna give you money.
[AGENT][NEUTRAL] Well, OK, I'll take care of that for you. Were you wanting to pay the 29,760?
[CUSTOMER][NEUTRAL] Yeah, you, you don't hear that very often, I bet.
[AGENT][NEUTRAL] Well, you'd be, you'd be surprised.
[AGENT][NEUTRAL] Alright, let's see, is it the 29,760?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] All right. Let me just get a little bit of this information here.
[CUSTOMER][POSITIVE] And I'm gonna give you a Discover card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me know when you're ready.
[AGENT][NEUTRAL] Yes ma'am, one moment, let me just get some information in here real quick.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No hurry.
[AGENT][NEUTRAL] [PII] in the amount of $297.60. OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Expiration?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, let me get this processed and once I do, I will have an authorization number for you.
[AGENT][NEUTRAL] Oh well, let's see here.
[AGENT][NEUTRAL] Alright, there it goes, let's see.
[CUSTOMER][NEUTRAL] but
[CUSTOMER][NEUTRAL] To make a choice one
[AGENT][NEUTRAL] I apologize. It was just taking a second.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, the authorization number I have.
[CUSTOMER][POSITIVE] Computers are wonderful when they act right.
[AGENT][NEUTRAL] Yes ma'am, you know, a lot of times it's use your air, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] That that's, that's my problem. I doubt it's yours.
[AGENT][NEUTRAL] Well, you know, I tell my husband all the time it's uh when you do something on the computer, they only do what you tell them to do. They don't just do anything.
[CUSTOMER][POSITIVE] Well, I have no, no, no, my computer has AI and it does what it wants to do.
[AGENT][NEUTRAL] Oh, you know that AI that'll get you.
[CUSTOMER][NEUTRAL] And, and they're, they're, and computers are kind of like men. They don't listen to you and do what you tell them to do all the time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You have to get your sight of life right.
[AGENT][NEUTRAL] If they hear
[AGENT][NEUTRAL] OK, I've got that authorization number for you. It is um 005.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 28 and
[CUSTOMER][NEUTRAL] 005.
[AGENT][NEUTRAL] You said 28 and then the letter Q as in Quebec.
[CUSTOMER][NEUTRAL] 28
[CUSTOMER][NEUTRAL] Q
[AGENT][NEUTRAL] And I can send that via email if you'd like.
[CUSTOMER][NEUTRAL] OK, 005.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][POSITIVE] All right, let's get that over to you real quick.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] And is the email address we have on file OK? The [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] [PII]. OK, I'll get that over to you now. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm just gonna give you a piece of advice. If the computer doesn't behave right, just slap it a few times. It'll come to.
[AGENT][NEUTRAL] Does that go for the husbands as well?
[CUSTOMER][NEUTRAL] Now that you've had your tickle for the day.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Does that go for the husbands as well?
[CUSTOMER][NEGATIVE] No, it doesn't work.
[CUSTOMER][NEUTRAL] they might hit you back, so you better not do that. The computer, as far as I know right now does not have hands, so we're OK.
[AGENT][POSITIVE] Right now, yes ma'am.
[CUSTOMER][NEUTRAL] And don't wet your pants because you're laughing so hard, OK?
[AGENT][POSITIVE] Thank you so much for that laugh. I do appreciate it.
[CUSTOMER][POSITIVE] No problem. You have a wonderful day.
[AGENT][POSITIVE] You as well. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.