AccountId: 011433970860
ContactId: e517424b-a6fc-430c-adfe-5f64f9961115
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222199 ms
Total Talk Time (AGENT): 64523 ms
Total Talk Time (CUSTOMER): 98221 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/e517424b-a6fc-430c-adfe-5f64f9961115_20250326T17:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII]. Um, I have an insured on the line that needs to uh make a payment over the phone.
[AGENT][NEUTRAL] What's the group, uh, what's the policy number?
[CUSTOMER][NEUTRAL] 606011
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, and her husband is on I mean they are on speaker phone so they are both there um but her husband was taking care of it, um, but she, um, I got permission from her, you know, to for him to speak on her behalf, whatever, so, um, but they do pay yearly and he wants to make that payment.
[AGENT][POSITIVE] Alrighty, send him on.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] you have.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, I'll give the 3rd person I talked to.
[CUSTOMER][NEUTRAL] She said you could take a visa payment.
[AGENT][POSITIVE] Yes, sir, I sure can. Let me get this all entered.
[AGENT][POSITIVE] And I can take that payment for you.
[CUSTOMER][NEUTRAL] OK, no question, is it the same if you pay monthly? Is it any cheaper if you pay annually?
[AGENT][NEUTRAL] Um, if you pay monthly, it'd be $32.80.
[CUSTOMER][NEUTRAL] Right, right, right, I got notice here, but if you, if you pay all of it the whole year, is it any cheaper than the 30 than the monthly premium?
[AGENT][NEUTRAL] No, sir, you'd still be paying the same amount.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All righty, Mr. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] I'm getting Visa card [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] I, I, I do apologize. Hang on one second, you're breaking up.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. I got [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All righty. And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] That was [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And do you have an email address you want me to send this confirmation number to?
[CUSTOMER][NEUTRAL] Yeah, all small letters Jy D as in [PII].
[AGENT][POSITIVE] All right, [PII].
[CUSTOMER][NEUTRAL] G as in Golf. S as in middle initial.
[CUSTOMER][NEUTRAL] Like me, [PII] Well you know that [PII].
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Alrighty, Mr. [PII], I've got that processed. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alrighty well thank you all for calling APL and y'all have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.