AccountId: 011433970860
ContactId: d8255455-7ab0-4a16-8911-05f03b0d9900
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208259 ms
Total Talk Time (AGENT): 65571 ms
Total Talk Time (CUSTOMER): 84813 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d8255455-7ab0-4a16-8911-05f03b0d9900_20250102T21:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I want to see if I could make a credit card payment on my uh policy.
[AGENT][NEUTRAL] OK, um sure. May I have the policy number?
[CUSTOMER][NEUTRAL] It's 90,021,500.
[AGENT][POSITIVE] Thank you. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, may I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And may I have uh the mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][POSITIVE] Perfect, thank you. All right, let me go ahead and get the group billing department on the line to take the payment for you, OK? And there's no extra charge.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] So, I'm good. How are you?
[AGENT][NEUTRAL] I'm good, I'm good. I have a member on the line that she would like to make a credit card payment for her policy.
[CUSTOMER][NEUTRAL] OK. Sure. What's the policy number?
[AGENT][NEUTRAL] And policy number is 83808.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, Ms. [PII].
[AGENT][NEUTRAL] Yeah, to verify all the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the callback number is the same one in the system.
[CUSTOMER][POSITIVE] OK perfect I'm ready.
[AGENT][POSITIVE] All right, thank you. Here she comes. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yeah. Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] on the line. She's gonna take care of that payment for you, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII]. How are you doing? I'm good, good. Um, so, so let me know that you wanted to make a payment on your policy today, is that right?
[CUSTOMER][NEUTRAL] Yes, OK, I can certainly help you with that. So I've got your policy information pulled up here. So it looks like we're gonna be processing a payment for $442.99. So let me enter that information in real quick.
[CUSTOMER][NEUTRAL] OK.