AccountId: 011433970860
ContactId: eaaf28ca-57dd-41ef-ae80-433149fda535
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239389 ms
Total Talk Time (AGENT): 88055 ms
Total Talk Time (CUSTOMER): 103365 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/eaaf28ca-57dd-41ef-ae80-433149fda535_20250317T18:21_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]. This is [PII]. How are you doing?
[AGENT][NEUTRAL] Hi, I'm well. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing well thank you. I've got an an insured who wants to call and make a payment, and she didn't wanna call. She's already calling. I'm sorry.
[AGENT][NEUTRAL] OK, what's that name?
[AGENT][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] Her, her name is [PII]
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] The policy number is on her daughter 629676.
[AGENT][NEUTRAL] And has she been verified?
[CUSTOMER][NEUTRAL] Yes, I've verified um Nova's information. [PII] is the payer.
[AGENT][POSITIVE] Awesome, let's see, individual.
[AGENT][NEUTRAL] I'm so sorry, what was the uh policy holder's name?
[CUSTOMER][NEUTRAL] Policyholder is [PII].
[CUSTOMER][NEUTRAL] [PII], that's her daughter.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] OK, 69676. OK, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] Alright, you wanna call back [PII] super quick?
[AGENT][NEUTRAL] Oh, yes, ma'am.
[CUSTOMER][NEUTRAL] callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome. OK, thank you.
[CUSTOMER][POSITIVE] Thank you. Let me get her on the line and one moment, please.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line and she is going to assist you with that, um, payment.
[CUSTOMER][POSITIVE] OK, thank you so much. My pleasure and I hope you have a wonderful day, same to you thank you bye bye bye bye.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII] in the billing department. I understand you're wanting to pay on Nova's uh policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. How much were you wanting to pay today?
[CUSTOMER][NEUTRAL] The 3 month, um.
[CUSTOMER][NEUTRAL] Payment, quarterly payment.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] It looks like that's usually 2170.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And I just want to verify her, uh, policy number with you real quick. 629-676.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. I've got the charge the amount of 2170. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][NEUTRAL] [PII]. All right. And the security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. I'll get that processed for you and as soon as I have that done, I'll have an authorization number for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can also send that receipt via email if you would like.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right, I have the authorization number as 030.
[AGENT][NEUTRAL] 58 Z as in zebra.
[CUSTOMER][NEUTRAL] OK, 03058 Z.
[AGENT][NEUTRAL] Yes ma'am. What email address would you like that receipt sent to?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that would be [PII].
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, I just wanted to verify that. Alright, that should be coming your way. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Yes ma'am, Miss [PII], I hope you have a great week. Thanks for calling APO.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye bye.