AccountId: 011433970860
ContactId: fd650adf-315a-4fc1-8a07-c49d2e9f4538
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466470 ms
Total Talk Time (AGENT): 141468 ms
Total Talk Time (CUSTOMER): 142138 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/2025/02/17/fd650adf-315a-4fc1-8a07-c49d2e9f4538_20250217T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing alright thank you. I just have an insured on the line who's just wanting to make a payment.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 60505
[AGENT][NEUTRAL] 60.
[CUSTOMER][NEUTRAL] 505.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, you can send them to me.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I was calling to make a payment.
[AGENT][NEUTRAL] Alrighty, I can help you with that. Let me get it all entered and um I'll take that payment for you. You're wanting to make the $7.80 payment?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Yeah apparently I was not logged into the system.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] My other screen.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty, Mr. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, the number is [PII]. The expiration is [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And do you have an email address you want me to send this confirmation to?
[CUSTOMER][NEUTRAL] You can just give it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, all right, let me.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEGATIVE] Get to that screen, bear with me, my computer is being slow on this Monday.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Uh, that confirmation number is 05512C.
[CUSTOMER][NEUTRAL] OK, I want to repeat it. 05512C.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, now, uh, I am I correct and that my next payment would be June.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, it'll be due within the month of May.
[CUSTOMER][NEUTRAL] OK, see, from March, April, May. OK, it will be due uh in May, OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, now, um, also I wanted to make a payment on another account.
[CUSTOMER][NEUTRAL] Using the same card.
[CUSTOMER][NEUTRAL] And that policy number is 006308.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 20
[AGENT][NEUTRAL] 630,820.
[CUSTOMER][NEUTRAL] 00630820.
[AGENT][NEUTRAL] All right, I have that total for 16863.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, let me get that entered.
[AGENT][POSITIVE] And get that payment for you.
[AGENT][NEUTRAL] Alright, I'm ready for that card number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What was that, uh, security code?
[CUSTOMER][NEUTRAL] Uh, the security code is [PII].
[AGENT][NEUTRAL] All righty, that's been processed as well. Let me get the confirmation number on that one.
[AGENT][NEUTRAL] 024.
[AGENT][NEUTRAL] 07C.
[CUSTOMER][NEUTRAL] OK, 02407C.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] All right. Thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] Uh, OK. Oh, ma'am, I wanted to ask you this, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] As far as filing on my insurance for my um my income tax.
[CUSTOMER][NEUTRAL] I, I, I may have received it. I have to go back and see. Do you send a statement for uh filing of the insurance, uh, for the uh income tax for the APL?
[AGENT][NEUTRAL] Um, I am not sure on that one,
[AGENT][NEUTRAL] Let me.
[AGENT][NEUTRAL] Let me, um, check with claims real quick, OK?
[CUSTOMER][NEUTRAL] OK, I'll hold on.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Calling ATL, this is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hey, it's [PII] in group billing. I have an insured on the phone that's wanting to know if we send out, um, income tax stuff for claims that were paid or processed for income tax purposes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I wasn't sure to the answer of that question.
[CUSTOMER][NEUTRAL] OK, um, what's the policy number?
[AGENT][NEUTRAL] One of them is, one of them is 630,820.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] This gentleman's name is [PII] Heard. Um, his other policy number is 60505.
[CUSTOMER][NEUTRAL] 630.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I have the policy pulled up, thank you.
[AGENT][NEUTRAL] OK, well, here he comes.
[CUSTOMER][NEUTRAL] Mm