AccountId: 011433970860
ContactId: 1a356bc2-4901-4c55-b659-b802c9986082
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191669 ms
Total Talk Time (AGENT): 56297 ms
Total Talk Time (CUSTOMER): 57131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/1a356bc2-4901-4c55-b659-b802c9986082_20250204T16:25_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII], and I would like to see if I could possibly call in a payment. Can I do that with you?
[AGENT][NEUTRAL] Uh, I can verify that. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], give me the policy number, please?
[AGENT][NEUTRAL] Or are you calling on behalf of a group?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, are you the policy holder or are you calling on behalf of the group? OK. What's your policy number?
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] My policy number is 00406296.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Have you made payments over the phone before?
[CUSTOMER][NEUTRAL] Yes, I did the last time.
[AGENT][NEUTRAL] OK, verify your date of.
[CUSTOMER][NEUTRAL] I don't know if you're right
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, [PII], and what's your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for that one moment.
[CUSTOMER][NEUTRAL] For my cousin.
[AGENT][NEUTRAL] All right, I'm gonna get you over to the appropriate area [PII], and they can take that payment over the phone, OK? Is it with credit card?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yes, it is it is with the credit card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I have an insured mode of pay too that wants to make a credit card payment over the phone.
[CUSTOMER][NEUTRAL] OK. No problem. Let me get that policy pulled up with the policy number.
[AGENT][NEUTRAL] Um, it's 406-296 should be for [PII].
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her over.
[AGENT][POSITIVE] OK, thank you, here she comes.