AccountId: 011433970860
ContactId: de3ef18a-d96c-460e-bfb6-421f8ee5dd85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490190 ms
Total Talk Time (AGENT): 157781 ms
Total Talk Time (CUSTOMER): 149919 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/de3ef18a-d96c-460e-bfb6-421f8ee5dd85_20250203T22:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I need to pay my insurance premium.
[AGENT][POSITIVE] All right. And uh we'll be happy to help you with that today. Uh, could you tell me, uh, can I get your name, please?
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You want my uh policy number?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh yes, can I get your policy number, please?
[CUSTOMER][NEUTRAL] Uh-huh 00603717.
[CUSTOMER][NEUTRAL] I wanna make sure I hadn't paid it already, but and then forgot what I need to see.
[AGENT][NEUTRAL] All right. And could you please uh confirm your full name for me, please?
[CUSTOMER][NEUTRAL] Do what now?
[AGENT][NEUTRAL] Could you please confirm your full name for me?
[CUSTOMER][NEUTRAL] Uh, phone number is [PII] is my cell and my home is [PII].
[AGENT][NEUTRAL] Oh, I'm sorry, your first and last name, could you confirm that for me please?
[CUSTOMER][NEUTRAL] Do it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And the address that we have on file.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. Let me see, looks like your premium is 9180.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And that'll get you paid to April looks like it's on a 3 month pay or quarterly.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] when, when was the past, past the last payment you received?
[AGENT][NEUTRAL] The last one
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It's like uh [PII].
[AGENT][NEUTRAL] And that paid October, November, December, so you're paid to January right now. So this next premium will bump you up 3 months. So then that'll have you paid until [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so it's due right now?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, did you wanna go ahead and make that payment today? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, let me get that screen pulled up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, and that was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, and I'm ready for that credit or debit card number whenever you are.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] I think I used my debit before.
[AGENT][NEUTRAL] OK. Either one is fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna be taken out of my uh checking account.
[AGENT][NEUTRAL] OK, yeah, I can use your debit card.
[CUSTOMER][NEUTRAL] Wait, oh man.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm sorry. OK, now what did I use before? I can't remember.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Um, we don't store your payment information, so I wouldn't be able to see which card you used the last time.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK, well, I'm, I'm gonna, I'm gonna took out of my banking account, so can I just give you the routing number or.
[AGENT][NEUTRAL] If you would like, uh, so over the phone, we can only take up a credit or debit card, but uh let me see if you're set up for.
[CUSTOMER][NEUTRAL] OK, well, that, that'll be, I gotta be fine. Let me get my card.
[AGENT][POSITIVE] OK, because if you'd like we can send you a form if you want it to be automatically drafted every month and we can get that started.
[CUSTOMER][NEGATIVE] Uh, I have enough coming out. I don't wanna live.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nothing else coming out of my account. Mm mm. Just a second.
[CUSTOMER][NEUTRAL] OK. Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Expiration is [PII].
[AGENT][NEUTRAL] All right, and the security code?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't hear you.
[AGENT][NEUTRAL] The 3 digit security code on the back?
[CUSTOMER][NEUTRAL] In the back, uh, is [PII].
[AGENT][NEUTRAL] All right, and then just need the zip code that is registered to the card.
[CUSTOMER][NEUTRAL] What about the cards?
[AGENT][NEUTRAL] I just need the zip code.
[CUSTOMER][NEUTRAL] The code on the back?
[AGENT][NEUTRAL] No, the zip code, like your postal code, yeah.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I'm sorry. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and did you want a copy of the receipt emailed to you or do you want me to just give you a confirmation code?
[CUSTOMER][NEUTRAL] Uh, just, just send it to me.
[AGENT][NEUTRAL] The, you want the confirmation code or you want an email?
[CUSTOMER][NEUTRAL] A you said a confirmation code or what?
[AGENT][NEUTRAL] Or um an email of your receipt.
[CUSTOMER][NEUTRAL] OK, uh, didn't you say you could mail it?
[AGENT][NEUTRAL] Um, that we can't, uh, mail it. It, it would, uh, have to be electronic like an email or I can read you off the confirmation code.
[CUSTOMER][NEUTRAL] Oh, OK then. OK, let me get the, uh, I can write the confirmation code down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is it?
[AGENT][NEUTRAL] All right, let me get that pulled up.
[AGENT][NEUTRAL] All right. It is 065002.
[CUSTOMER][NEUTRAL] 065.
[AGENT][NEUTRAL] 002.
[CUSTOMER][NEUTRAL] 002, OK?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm like.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that's all. Thank you.
[AGENT][POSITIVE] No problem. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.