AccountId: 011433970860
ContactId: eafc5b29-6e6c-4d05-816b-2b6e9bf2053c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270709 ms
Total Talk Time (AGENT): 75968 ms
Total Talk Time (CUSTOMER): 83608 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/eafc5b29-6e6c-4d05-816b-2b6e9bf2053c_20250520T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII], but I can barely hear you.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] I can fix it.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Can you hear me better now?
[CUSTOMER][POSITIVE] That's better. That's a lot better, yeah. So I have an insured on the line who is wanting to make a payment over the phone on her policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, what's the policy number?
[CUSTOMER][NEUTRAL] For her premium?
[CUSTOMER][NEUTRAL] 406-296 and it's for Ms. [PII].
[CUSTOMER][NEUTRAL] I have verified all of her information and the phone number that's in the system is the phone number uh that you would call her back on. It's also the same one that's up on the screen.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, well thank you so much have a great afternoon.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Alright, thank you. Bye.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with Miss [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, I understand you would like to make a payment on your policy, uh, your quarterly payment of 120.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, let me go ahead and get that information entered in so I can take your payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And I have your policy number 406296.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] [PII]. And the name on the card is [PII].
[AGENT][NEUTRAL] OK, thank you. And would you like a
[CUSTOMER][NEGATIVE] They had, they had a problem, they had a problem.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] No, I'm sorry. I, um, I was gonna ask if you would like a copy of this receipt emailed to you or did you just want the confirmation number over the phone?
[CUSTOMER][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] Uh, uh, confirmation number is fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, and that payment was successful. Let me get that confirmation number for you.
[AGENT][NEUTRAL] Alright, the confirmation number is 085.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 41.
[AGENT][NEUTRAL] D as in Delta.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Ms. [PII] is oh.
[CUSTOMER][NEUTRAL] I got it 085441 OK, it's 0854 the number 1 and D like in Delta.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] Mhm. OK, that's, that's, and thank you so much for that, and I appreciate, I appreciate you taking my time.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, alright, bye now.
[AGENT][POSITIVE] All right you have a great day bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.