AccountId: 011433970860
ContactId: 0f3f9dc3-f29a-4ab0-9160-1312138c4816
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318200 ms
Total Talk Time (AGENT): 122214 ms
Total Talk Time (CUSTOMER): 101420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/0f3f9dc3-f29a-4ab0-9160-1312138c4816_20250324T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[CUSTOMER][NEUTRAL] I need to make uh my uh payment.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with that. Now do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, hold on just a minute and I will.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see, where is it at?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One of them is
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 00493148
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's [PII]. I'm the mother, the.
[CUSTOMER][NEUTRAL] That's one of my kids.
[AGENT][NEUTRAL] Oh I see. OK, yes ma'am, and I do see that you're the owner.
[CUSTOMER][NEUTRAL] And then the other one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and the other one is uh 00493153 that's [PII]'s.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] And it's all supposed to be $11.57.
[AGENT][NEUTRAL] OK, I see that. OK, yes, ma'am.
[AGENT][NEUTRAL] Um, but Ms. [PII], do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. I appreciate that. Um, and can you verify the birthday of [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And um the physical, the I'm so sorry, the mailing address?
[AGENT][NEUTRAL] And I'm sure it would be yours.
[CUSTOMER][NEUTRAL] [PII], huh.
[AGENT][NEUTRAL] I was just saying I'm sure it's gonna be your address. I was, I'm thinking.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, um, and will you verify the email address also?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], I appreciate that. OK, now I will need to transfer you over to our billing department to take that payment, but I will go ahead and let them know we verified the account and give them these two policy numbers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, but is there anything I can do for you before I transfer you?
[CUSTOMER][NEUTRAL] No, I was just gonna make that payment, those two payments.
[AGENT][POSITIVE] OK, yes ma'am, yes ma'am. OK, well you have a good day, Ms. [PII], and thank you for calling ATL and do hold on for the transfer.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, this is [PII]. Um, I haven't, how are you?
[CUSTOMER][NEUTRAL] I'm well. How about you?
[AGENT][POSITIVE] Pretty good. I have a lady on the phone and she's the owner of two life policies for her children, and she's calling to make payment on both of those.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] What's those policy numbers?
[AGENT][NEUTRAL] Uh, the first one is 493148.
[CUSTOMER][NEUTRAL] OK, the other one.
[AGENT][NEUTRAL] 493153.
[CUSTOMER][NEUTRAL] OK, give me one second here.
[CUSTOMER][NEUTRAL] OK. And what was her name?
[AGENT][NEUTRAL] [PII] is on the phone.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And she did verify um.
[AGENT][NEUTRAL] Everything, and the first policy is for her daughter [PII], and the second one is for [PII].
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, and what's that callback number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right. I'm ready for whenever you are.
[AGENT][POSITIVE] All right. Thank you. Here she comes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII] in the group billing department. How are you this morning? Uh, I'm doing fine. How are you?
[CUSTOMER][NEUTRAL] I'm doing well. I understand you're wanting to make a payment on a couple of policies.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] See.