AccountId: 011433970860
ContactId: d9e5d243-e399-429c-887a-a5fbf0d48450
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201000 ms
Total Talk Time (AGENT): 55787 ms
Total Talk Time (CUSTOMER): 72357 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d9e5d243-e399-429c-887a-a5fbf0d48450_20250109T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I've got an insured on the phone that is actually set up to drive monthly, but she's wanting to see if she can make a one time payment for this month today.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 225-213-7 Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][NEUTRAL] Alright, I'm gonna place you on a brief hold I'll let her know that I'm transferring and that we are gonna be able to do that for her, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you, hold please.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm, I'm gonna make my payment today before, before it gets drafted from my account. I'm gonna use my debit card to make a payment.
[AGENT][NEUTRAL] OK. OK, um, you want to pay the 69. 60?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can do that for you. I'm ready for the card number.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and I'm gonna send this confirmation number to the email address that we have on file which is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, alrighty, [PII], that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And I just want
[CUSTOMER][NEUTRAL] And I just wanna make sure it doesn't get drafted on the [PII].
[AGENT][NEGATIVE] No, ma'am, it should not.
[CUSTOMER][NEUTRAL] Until the next month.
[CUSTOMER][NEGATIVE] Yeah, cause that's why I'm calling because I don't want anything drafted on that date, only because um I didn't work for like 3 weeks.
[AGENT][NEGATIVE] OK, yeah, it shouldn't since it's paid, um, what can, uh, since it's paid a month ahead, it should not draft.
[CUSTOMER][NEUTRAL] Um, and so, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye