AccountId: 011433970860
ContactId: df6c44f4-1831-4a81-9738-a79f2a9ae46f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262820 ms
Total Talk Time (AGENT): 135743 ms
Total Talk Time (CUSTOMER): 114397 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/df6c44f4-1831-4a81-9738-a79f2a9ae46f_20250304T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII].
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Hey, I've got um Ms. [PII] on the phone. Her policy number is 549204. She didn't receive her statement to pay her bill this month, um, and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she didn't know she could pay over the phone until I said something to her so she'd like to go ahead and pay her premium over the telephone and I did verify her so she's good. OK, thank you [PII], you're welcome bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can definitely help her.
[AGENT][POSITIVE] OK, perfect. Thank you, [PII]. Mhm.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Ms. [PII]?
[CUSTOMER][POSITIVE] Yes you are.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Well, I'm doing OK. I was just worried because I hadn't gotten my statement to pay my insurance, so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] I want, I, I know it's do right probably tomorrow.
[AGENT][NEUTRAL] I see
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, um, I see that that should have went out on the [PII], um, and did [PII] said that she verified your information, did she verify your address?
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, so I'm not sure if maybe it got lost in the mail. I'm not sure what happened.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I live in a rural area and sometimes I mean they've been having a lot of trouble with the mail and sometimes they deliver, sometimes they don't.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, I know how that is unfortunately um but yes ma'am, we can definitely process that payment over the phone um by a credit or a debit card um so let me put your payment information in it's gonna be for $94.98.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get this put in real quick.
[AGENT][NEUTRAL] OK, um, I'm ready for your card information whenever you're ready.
[CUSTOMER][NEUTRAL] OK, you want the number, the debit number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And another [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that expiration date?
[CUSTOMER][NEUTRAL] Um, I just got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What would that hm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It should be on the front underneath the card number.
[CUSTOMER][NEUTRAL] Underneath the card number, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I got it the [PII], the [PII].
[CUSTOMER][NEUTRAL] Oh, it's valid through it says [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, there we go. So that would be [PII]. That's OK. Um, what is that security code and that should be on the back of the card. It might be 3 or 4 numbers.
[CUSTOMER][NEGATIVE] I made a mistake.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK perfect and then what is your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's everything I need. So let me go ahead and process your payment for $94.98 and I'll give you a confirmation number. Give me just one second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I've got your confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, it's 173.
[AGENT][NEUTRAL] 958.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Now what, what's this for? What's this number for?
[AGENT][NEUTRAL] Um, that's just your confirmation number for your payment, um, so just to keep for your records, yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh yes, ma'am.
[CUSTOMER][NEUTRAL] Thank you very much. I was getting worried cause I wasn't getting my statement.
[AGENT][NEUTRAL] Yes ma'am, you're very welcome um and so your next statement should come out um the last week of May, so about the first week of June you should be getting that but if you don't get it like this time, just give us a call, OK? And we can, we can take your payment over the phone, OK?
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else we can help you with? Mhm. OK. All right. Very good. Well, thank you so much for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Uh, no, that, that'll be all.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Mhm bye bye.