AccountId: 011433970860
ContactId: 18ae2fda-7769-4053-925a-5ef9e7956fde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73440 ms
Total Talk Time (AGENT): 15629 ms
Total Talk Time (CUSTOMER): 50480 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/18ae2fda-7769-4053-925a-5ef9e7956fde_20250623T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have an insured on the phone. She, it looks like per notes we had, uh, she had made a payment via the phone. I just wanted to double check or she's wanted to double check. She said her account was hacked, but it showed that um someone in the care team had transferred her over to billing.
[CUSTOMER][NEUTRAL] To make a payment. The only thing I see is that the pay date is August, so it looks like it's been received, um, 580069.
[AGENT][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] OK, and what, what you want to know?
[CUSTOMER][NEUTRAL] If we receive her payment because she said she had closed her account on Friday and that's the same day that someone transferred her to billing to make a payment.
[AGENT][NEUTRAL] Yeah, I took a card payment for one month.
[CUSTOMER][NEUTRAL] OK, so it was received.
[AGENT][NEUTRAL] Yeah, she paid it over the phone.
[CUSTOMER][POSITIVE] OK, that's what I told her. All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Alright have a great one.
[AGENT][NEUTRAL] Alright. You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yeah