AccountId: 011433970860
ContactId: 0c3f4e8e-b511-4253-b867-9a53a333ec89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193339 ms
Total Talk Time (AGENT): 57960 ms
Total Talk Time (CUSTOMER): 71342 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0c3f4e8e-b511-4253-b867-9a53a333ec89_20250204T19:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I want to pay a bill, please. Can you help me with that, [PII]?
[AGENT][NEUTRAL] Sure, and are you calling with the group or you're an individual?
[CUSTOMER][NEUTRAL] Individual.
[AGENT][NEUTRAL] OK. And may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Certainly, uh, my phone number is [PII].
[CUSTOMER][NEUTRAL] Policy number is 00615209.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have it here. I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] Uh, birthday is [PII], um, and my email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And my mailing address is you need my mailing address too, [PII]?
[AGENT][POSITIVE] Yes, sir. I'm sorry about that.
[CUSTOMER][NEUTRAL] OK, OK, [PII].
[AGENT][NEUTRAL] Thank you for that. And um do you mind if I place you on just a brief hold while I get a representative from Group billing to take the payment for you?
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][POSITIVE] You're very welcome. And before I do that, was there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that's fine, thank you very much, [PII].
[AGENT][NEUTRAL] All right, you're welcome and thanks for calling APL. Hold on one moment.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] f er ring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], I have an insured that wants to make a payment over the phone.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] What is the policy number?
[AGENT][NEUTRAL] 615209.
[CUSTOMER][NEUTRAL] Try Juice.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, where's another screen there it is. Let me get logged in.
[CUSTOMER][NEUTRAL] Come on computer.
[CUSTOMER][NEUTRAL] Just want to take a precious a little time.
[AGENT][NEUTRAL] Oh, you're fine. Um, no, I didn't get the, um,
[AGENT][NEUTRAL] The amount.
[CUSTOMER][NEUTRAL] All right, send them on.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you, thank you, [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] My name is [PII] and I'll be.