AccountId: 011433970860
ContactId: d925f55d-3302-47c7-b719-80d92a086360
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279660 ms
Total Talk Time (AGENT): 96759 ms
Total Talk Time (CUSTOMER): 99115 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/d925f55d-3302-47c7-b719-80d92a086360_20250210T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may 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. Um, I have a member on the line that she needs to make a credit card payment for her policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number is 439323.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Just give me one second, let me log in here real quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I could get my hand to type.
[CUSTOMER][NEUTRAL] I know it's Monday. Yeah, and it's cold, so I don't know what's going on.
[AGENT][NEUTRAL] Monday
[AGENT][NEUTRAL] Oh, I put the wrong password in. Oh, it is because I spelled public wrong. Good gravy.
[CUSTOMER][NEUTRAL] It's definitely Monday.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, it's logged in. Let's see. OK, what's the name?
[CUSTOMER][NEUTRAL] Um, it's gonna be for Ms. [PII], the policy, uh, I already gave you the policy, right? 439-323. OK, yes. Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. I'm ready for whenever you're ready.
[CUSTOMER][NEUTRAL] OK, here she comes. I fully verify her and the callback number is the same one in the system, OK?
[AGENT][POSITIVE] Oh, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me Ms. [PII]. I have Miss [PII] on the line she's in the group billing department she's gonna assist you with the payment. Thank you. You're welcome have a good day.
[AGENT][NEUTRAL] Hi Ms. [PII], how are you this morning?
[CUSTOMER][POSITIVE] I'm good thank you.
[AGENT][NEUTRAL] Understand you're wanting to make a payment on your policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. What are you wanting to pay this morning?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me give you the policy number.
[AGENT][NEUTRAL] Oh, she gave it to me. Is it 439-323?
[CUSTOMER][NEUTRAL] Yes, $27.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alrighty, let's charged the amount of $27 and whenever you're ready for that card number I am.
[CUSTOMER][NEUTRAL] How much is the
[AGENT][NEUTRAL] 27.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What you need now?
[AGENT][NEUTRAL] The card number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the expiration on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Alright, it's gonna charge the amount of $27 and as soon as I get this processed I'll have you an authorization number.
[AGENT][NEUTRAL] Alright, it's going through. Let's see. OK, I have an authorization number for you. It is 095.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] 422.
[AGENT][NEUTRAL] I can also send that in the email if you would like.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What email address is good?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is with a [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I apologize, you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that's [PII]
[AGENT][NEUTRAL] Yes, ma'am. And that was at
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yes, ma'am. All right. [PII] should be coming your way very soon. Was there anything else I could help you with while we're on the phone?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, well I hope you have a great week. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Mm bye bye.