AccountId: 011433970860
ContactId: e39d86a8-400c-4abf-9d23-37453aec78db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176779 ms
Total Talk Time (AGENT): 63858 ms
Total Talk Time (CUSTOMER): 54570 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/e39d86a8-400c-4abf-9d23-37453aec78db_20250528T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling. Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing good. I have a member on the other line who wants to pay their policy up for the next year.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It's 255-8245.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Good morning, Ms. [PII]. Like she said, my name is [PII] and I'll be assisting you with that payment today. Let me get everything pulled up and entered, and I'll be, um, glad to take that payment for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] I just didn't want it to lapse and I never got the bill in the mail, so I thought, well, I better call.
[AGENT][NEUTRAL] Let's see, it actually went out on the [PII], so you would have been getting it sometime this week.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All righty, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] And how much is it going to be?
[AGENT][NEUTRAL] Oh, I'm sorry, $401.76.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][POSITIVE] Thank you. And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And is the email address [PII] a good email to send the um confirmation number to?
[CUSTOMER][NEUTRAL] Please.
[AGENT][POSITIVE] All [PII].
[AGENT][POSITIVE] Alrighty, Ms. [PII], that's been um processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye.