AccountId: 011433970860
ContactId: d3faf1b9-842b-4c59-9c25-46697ec06624
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255779 ms
Total Talk Time (AGENT): 81159 ms
Total Talk Time (CUSTOMER): 68570 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/d3faf1b9-842b-4c59-9c25-46697ec06624_20250103T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I'm good. I have [PII] off on the phone that's wanting to make a credit card payment.
[AGENT][NEUTRAL] OK, and what is the group number?
[CUSTOMER][NEUTRAL] It is she's not on the group.
[AGENT][NEUTRAL] 00, sorry, it's just the uh.
[CUSTOMER][NEUTRAL] Uh, a credit card payment.
[AGENT][NEUTRAL] Credit card, OK, um, did she give you her policy number?
[CUSTOMER][NEUTRAL] Uh huh 646-524.
[AGENT][NEUTRAL] All right, um, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] OK, and I verified all our information.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Alright, thank you, and here she is.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, I understand you would like to uh make a payment on your policy today.
[CUSTOMER][NEUTRAL] Yep, yes.
[AGENT][NEUTRAL] Alright, and did you wanna do that, uh, full, the full, uh, premium for 29,760?
[CUSTOMER][NEUTRAL] Oh how much
[AGENT][NEUTRAL] 29,760 for it looks like it's every 6 months.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me get that.
[CUSTOMER][NEUTRAL] You said 22,929,560?
[AGENT][NEUTRAL] 29,760.
[CUSTOMER][NEUTRAL] 1097 60.
[AGENT][NEUTRAL] No, 2 $297.60.
[CUSTOMER][POSITIVE] Thank you, that's for 6 months, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][POSITIVE] Alright, just get some information pulled up and uh we'll be able to take that payment in just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The last thing I need is the zip code that's attached to the card.
[CUSTOMER][NEUTRAL] Come again please.
[AGENT][NEUTRAL] Uh, the last thing I need is the zip code that goes with the card.
[CUSTOMER][NEUTRAL] [PII] and the name is on the card is [PII].
[AGENT][NEUTRAL] Alright, and would you like a copy of the receipt emailed to you or um just a confirmation number over the phone?
[CUSTOMER][NEUTRAL] Uh, give me it, send it to me through email, please.
[AGENT][NEUTRAL] OK, and what's that email address?
[CUSTOMER][NEUTRAL] [PII]. It should be in my file.
[CUSTOMER][NEUTRAL] To
[AGENT][POSITIVE] Alright, and that payment was successful. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] The winning lottery numbers.
[AGENT][NEUTRAL] I wish I knew them.
[CUSTOMER][POSITIVE] I'd share with you, you know, like, anyway, thank, thank you so much for your time.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You too have a good weekend. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.