AccountId: 011433970860
ContactId: 178d8ec3-87a4-43ac-ab77-0c6be61ef397
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235300 ms
Total Talk Time (AGENT): 56322 ms
Total Talk Time (CUSTOMER): 58798 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/178d8ec3-87a4-43ac-ab77-0c6be61ef397_20250401T15:28_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I just need to pay my bill.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It is uh 00996798.
[AGENT][NEUTRAL] And your name and date of birth?
[CUSTOMER][NEUTRAL] My name is [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you. I just need to verify a few other pieces of information today. Um, what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly, an email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what is your telephone number?
[CUSTOMER][NEUTRAL] That's fully FLO.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEGATIVE] Sorry, my system's running just a bit slow.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, let me place you on a brief hold if you don't mind.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thanks for holding. Are you making a payment with a credit card today?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I'm gonna get you transferred to our group billing department. I'll let them know that I verified all of your information and then they can get that payment from you. Um, can I transfer you over there right now? OK, thank you so much.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] on the care team. I just got a member on the line that would like to make a credit card payment.
[CUSTOMER][NEUTRAL] OK, policy number?
[AGENT][NEUTRAL] Policy number is 996798.
[CUSTOMER][NEUTRAL] 98.
[AGENT][NEUTRAL] And I've verified all of her information.
[CUSTOMER][NEUTRAL] Um, a [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alrighty send them on.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII], this is [PII].