AccountId: 011433970860
ContactId: f94102fc-31dc-4d7e-97f2-8358902da815
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259510 ms
Total Talk Time (AGENT): 86378 ms
Total Talk Time (CUSTOMER): 78095 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/f94102fc-31dc-4d7e-97f2-8358902da815_20250509T16:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII] on the care team, and I've got an insured on the line that would like to make a payment by phone.
[AGENT][NEUTRAL] OK, and give me.
[AGENT][NEUTRAL] I can get that um policy pulled up.
[CUSTOMER][NEUTRAL] Uh, do you need the policy number?
[AGENT][NEUTRAL] Yeah, I'm getting mine pulled back up cause I just had an internet outage, so I had to reboot everything.
[CUSTOMER][NEUTRAL] OK, sure. I understand.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] All right. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number 753-860.
[AGENT][NEUTRAL] Uh, for [PII].
[CUSTOMER][NEUTRAL] Yes, I've got her on the line um our call backs the one on file.
[AGENT][NEUTRAL] OK, and she's already verified and everything.
[CUSTOMER][NEUTRAL] She is and could you tell me your name again? I'm sorry I missed it.
[AGENT][NEUTRAL] Breathe
[CUSTOMER][NEUTRAL] Free. OK, I'm gonna introduce you and then I'll release the call. Is that OK?
[AGENT][POSITIVE] Yes, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, Miss [PII], I've got [PII] on the line and she's gonna take your payment, OK?
[CUSTOMER][POSITIVE] Thank you. Hi, [PII].
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well. How are you doing?
[AGENT][POSITIVE] I'm doing well. Um, so I understand you wanna go ahead and make your quarterly payment and that's $63 and that will get you paid to July.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, just getting some information entered in so I can take that payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, [PII], this is an American Express. Is that OK?
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and the expiration date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And the security code?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And would you like a copy of this receipt emailed to you or do you want the confirmation number over the phone?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Email OK.
[CUSTOMER][NEUTRAL] Um, will, will the confirmation have, um, I mean, will the confirmation number be on the email?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, yeah, you can send it to me by email that'd be great.
[AGENT][NEUTRAL] Alright, let me go ahead and get that pulled up and get that entered.
[AGENT][NEUTRAL] And is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I do that now.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][POSITIVE] And it was successful. So you should see that um receipt in your email um any second now. It may take a minute or two. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] No problem. It's a pleasure assisting you. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.