AccountId: 011433970860
ContactId: d29e2ca9-3ce6-416a-abfe-b444559bcae8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186009 ms
Total Talk Time (AGENT): 57645 ms
Total Talk Time (CUSTOMER): 63529 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/d29e2ca9-3ce6-416a-abfe-b444559bcae8_20250523T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good, [PII]. How are you, honey?
[CUSTOMER][POSITIVE] I'm good happy Friday and long holiday weekend.
[AGENT][POSITIVE] Yes, I know, I'm so happy.
[CUSTOMER][NEUTRAL] Well, I have a gentleman, um, an insured on the line who's wanting to make a premium payment over the phone on his policy.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Well, I can wait. What's the policy number? Let me pull that up first, [PII]. I'm sorry. What's the policy number?
[CUSTOMER][NEUTRAL] 236.
[CUSTOMER][NEUTRAL] 1671 for [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I have verified all of his information, [PII] and the phone number that you see up on the screen is the one that he gave me as his callback number also.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, thank you, Ms. [PII]. I hope you have a good day. You can send him to me, OK?
[CUSTOMER][POSITIVE] All right, well, here he comes, and I hope you have a great day too, [PII] and a great holiday weekend.
[AGENT][POSITIVE] You too, [PII]. Thank you so much.
[CUSTOMER][POSITIVE] Hi. You're welcome. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, yes, I'm here.
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. I work in the billing department. I understand you want to make a payment today?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, sure. I can help you with that. Um, you want to pay the full amount of the 17,550?
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] All right. I'm gonna get that processed for you, [PII]. Do you have your card number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. OK. So, you're ready?
[AGENT][POSITIVE] Yes, sir. I'm ready.
[CUSTOMER][NEUTRAL] OK, so that number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thanks, [PII]. And what's the expiration date, please?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. [PII].
[AGENT][NEUTRAL] And your 3 digit security code?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. [PII].
[AGENT][NEUTRAL] And your, and your zip code, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, hold on one moment for me and I'll get that processed.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my gosh.