AccountId: 011433970860
ContactId: f9df3552-84fd-40b3-a695-01c2fb095981
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209529 ms
Total Talk Time (AGENT): 66246 ms
Total Talk Time (CUSTOMER): 53465 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/f9df3552-84fd-40b3-a695-01c2fb095981_20250507T22:53_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], this is [PII]. I have an insured mode of pay 3 who's wanting to make a payment over the phone with her debit card.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It's 602-157.
[CUSTOMER][NEUTRAL] And that should be for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 5490. All right, you can go and send her over.
[CUSTOMER][POSITIVE] OK, thank you. Have a good evening.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Um, am I speaking with [PII]?
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And um I understand you're calling to make a payment on your policy. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so that's gonna be a quarterly payment and that would be 5490 and that will get you paid up to September.
[CUSTOMER][NEUTRAL] That was online.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, give me one second to um get the screen pulled up and I'll be ready to take your payment in just a second.
[AGENT][NEUTRAL] Alright, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And uh after I submit this, it'll give me a confirmation number. Um, did you want uh to write that down?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, that payment was successful. Let me grab that confirmation number for you.
[CUSTOMER][NEUTRAL] And then we will hear the bells from churches all.
[CUSTOMER][NEUTRAL] Sounding a man named.
[AGENT][NEUTRAL] Alright, confirmation number is 015.
[AGENT][NEUTRAL] 618.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, it was a pleasure assisting you. I hope you have a great evening.
[CUSTOMER][POSITIVE] Well, thank you, and you're the same.
[AGENT][NEUTRAL] Alright bye.