AccountId: 011433970860
ContactId: e1591d58-f09d-4aed-877b-ad7a62ce1187
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218089 ms
Total Talk Time (AGENT): 109369 ms
Total Talk Time (CUSTOMER): 83808 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/e1591d58-f09d-4aed-877b-ad7a62ce1187_20250204T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care this morning. How are you?
[AGENT][POSITIVE] Hey, I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I have an insured on the line and she needs to make a payment on her policy.
[AGENT][NEUTRAL] OK, let's see, what is her policy number?
[CUSTOMER][NEUTRAL] It is gonna be 615-310.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should be for Miss [PII].
[AGENT][NEUTRAL] All right, yes, OK, got her pulled up, um, and so all of her information has been verified and is what's her callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, she has been verified. Her call back is [PII].
[AGENT][POSITIVE] OK, I got it and I'm ready for.
[CUSTOMER][POSITIVE] OK, here she comes. Thank you.
[AGENT][POSITIVE] OK, uh-huh, thank you.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][NEGATIVE] Yeah, it's fine. I'm just so sorry. I'm 5 days late, I think I'm paying this. I just overlooked.
[AGENT][NEUTRAL] Does it?
[AGENT][NEUTRAL] Oh, you're OK.
[AGENT][NEUTRAL] That's OK, um, you do have a grace period, so we can go ahead and get that taken care of for you. So let's see, your payment is gonna be for 19,920. Um, let me put this information in real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can I pay with my Discover card?
[AGENT][POSITIVE] Yes, ma'am, you can.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][POSITIVE] All right. I've got everything entered in and I'm ready for that card number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that expiration date?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and the security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then your zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you Ms. [PII]. So we're gonna go ahead and process this payment for 19,920 and give me just a moment and I can give you a confirmation number too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. Are you ready? I have that number.
[CUSTOMER][POSITIVE] I, I'm ready.
[AGENT][NEUTRAL] OK, it's 004.
[AGENT][NEUTRAL] 32.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] P as in Paul.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh wait, wait, it's 32.
[AGENT][NEUTRAL] Uh-huh. So it's.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am, so it's [PII], yeah I'll repeat it. I'll repeat it. OK, [PII].
[CUSTOMER][NEUTRAL] Oh wait, wait, wait.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the letter [PII].
[CUSTOMER][POSITIVE] Got you OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, no, I've been pleased with you, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, well, very well well thank you so much for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Oh, you too, bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.