AccountId: 011433970860
ContactId: f34859a7-755c-451e-9f32-e1175b37fe55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246179 ms
Total Talk Time (AGENT): 84492 ms
Total Talk Time (CUSTOMER): 96734 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/f34859a7-755c-451e-9f32-e1175b37fe55_20250217T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] in the claims department. Um, I have a, um, HR department on the line. Um, her name is [PII]. She's calling to make a payment for their policy.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Um, she didn't have that information.
[AGENT][NEUTRAL] So nothing was verified?
[CUSTOMER][NEUTRAL] I'll
[CUSTOMER][NEUTRAL] Um, all I have is a callback number.
[AGENT][NEUTRAL] you just send it to me.
[CUSTOMER][POSITIVE] OK, here she is. Thank you.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Oh yeah [PII], my name is [PII]. We have a policy with you guys and I need to make a payment.
[AGENT][NEUTRAL] OK, [PII], do you have your group number?
[CUSTOMER][NEUTRAL] It's 80056.
[AGENT][NEUTRAL] Alright, let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm mm mm.
[AGENT][NEUTRAL] Pillar ser uh pillar services.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and what about the contact person we should have on file?
[CUSTOMER][NEUTRAL] You should have either [PII].
[CUSTOMER][NEUTRAL] Or [PII], either one of us are there.
[AGENT][NEUTRAL] OK, uh, the main contact we have is [PII]. um, can you, uh, verify the, uh, phone number we should have on file?
[CUSTOMER][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We have a different one.
[CUSTOMER][NEUTRAL] You probably have her number. I don't know.
[AGENT][NEUTRAL] OK, and what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and you're wanting to make a payment today, is that correct? Alright, um, are you wanting to pay the February invoice?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, yes, mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, uh huh, it's, it finished with 11:50, the four last digit of the invoice.
[AGENT][NEUTRAL] Alright, I have that total of 65,160.
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][POSITIVE] Alrighty, let me get it all pulled up and entered, and I'll take that payment for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, it's gonna be an Amex and the number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, hang on, [PII] was the first num 1st [PII].
[CUSTOMER][NEUTRAL] Yes, and it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] It's [PII] or [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, the expiration date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, I've processed that payment and the confirmation number has been emailed to [PII]'s email that we have on file. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Everything's fine then. Thank you so much for your help.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you