AccountId: 011433970860
ContactId: e5deeca3-562d-4a7e-90e7-ef7ae9aa59ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308820 ms
Total Talk Time (AGENT): 143522 ms
Total Talk Time (CUSTOMER): 108825 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/e5deeca3-562d-4a7e-90e7-ef7ae9aa59ab_20250109T19:38_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] from the care team. How are you?
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have an insured on the other line who needs to make a premium payment for her policy and her husband's.
[AGENT][NEUTRAL] OK, what is the policy numbers?
[CUSTOMER][NEUTRAL] Um, so, uh, 446-778 and then 779.
[AGENT][NEUTRAL] OK. And who do we have on the line?
[CUSTOMER][NEUTRAL] We're speaking with [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And hers is 779.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll pull that one up first then alright I've got them pulled up um.
[AGENT][NEUTRAL] And do we have a callback number? Do I?
[CUSTOMER][NEUTRAL] Mhm. Um, it's [PII].
[AGENT][NEUTRAL] Does she get OK.
[AGENT][NEUTRAL] OK, I see that. Alright, I think I've got what I need so you can go ahead and put them through.
[CUSTOMER][POSITIVE] Alrighty hold on one moment, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][POSITIVE] Yes. Thank you so much for holding. I have a group billing on the line and they'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[CUSTOMER][POSITIVE] You have a great afternoon. Oh, you too, thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. How are you doing?
[CUSTOMER][NEUTRAL] I am doing just fine and you?
[AGENT][POSITIVE] Good, I'm doing well, thank you so much for asking. Um, I understand you're wanting to pay on two policies today, is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and I can definitely help you with that. I do have both policy numbers, so we'll go ahead and process the um one for your policy first, um, and that payment is gonna be $50.83.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me just put that in real quick.
[CUSTOMER][NEUTRAL] I think it all adds up to 153 something and then uh.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I can double check for you. Let me get that.
[CUSTOMER][NEUTRAL] 102 something and the 100.
[CUSTOMER][NEUTRAL] 10285 and uh 5083.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, I've got 5083. Let me check on the other one real quick.
[AGENT][NEUTRAL] Yes, 10285, so the total will be 153. 68, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, I, I tell you what, if you wanna do both of those together, we can do one payment. Would that, would that work better or do you wanna keep them separate?
[CUSTOMER][NEUTRAL] I'd rather it be that way, you know, together. I write it down in the sick.
[AGENT][NEUTRAL] Together? OK.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] As life insurance.
[AGENT][NEUTRAL] Yes, so that total it's gonna be 153. 68 and so that's 5083 for yours and then for [PII] it's 102 85, but we'll do the 153 68 for the total.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me enter in that information real quick.
[CUSTOMER][NEUTRAL] I think it's
[CUSTOMER][NEUTRAL] Uh, it ain't raining, so it must be ice hitting the ground.
[CUSTOMER][NEUTRAL] Hear it out my window.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It has been very cold lately.
[AGENT][NEUTRAL] OK, so I have got that information put in and I'm ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then can you just confirm your zip code for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you, that's all I need so I'm gonna go ahead and process the total payment for 153 68 and I'll give you a confirmation number just one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, are you ready?
[CUSTOMER][NEUTRAL] Yes, ma'am. Ain't no need
[AGENT][NEUTRAL] OK, 002816.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 816
[AGENT][NEUTRAL] Yes ma'am. 002816.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I ask you a question? Can you put my card information on, on uh
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] In your computer or whatever to where, you know, whenever I call, you can just pick it up.
[AGENT][NEUTRAL] So we actually aren't able to store card information just for security reasons so um that's why we have to ask you each time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII], is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK, well thank you for calling ATL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.