AccountId: 011433970860
ContactId: 1c5511e4-5290-48e1-b1f5-c10bc2932508
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198229 ms
Total Talk Time (AGENT): 66812 ms
Total Talk Time (CUSTOMER): 67359 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/1c5511e4-5290-48e1-b1f5-c10bc2932508_20250619T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, is it a way to pay your premium on um uh over the telephone or you have to mail it in?
[AGENT][NEUTRAL] No, ma'am, we can take that payment over the phone. Oh, was this for your, uh, individual policy?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I have 4 that I'm, I'm paying for, um.
[CUSTOMER][NEUTRAL] I have 4.
[AGENT][POSITIVE] Sure, OK, yeah we can definitely take those um what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then uh I can just take one of those policy numbers.
[CUSTOMER][NEUTRAL] OK, it's um.
[CUSTOMER][NEUTRAL] 00453540
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] And it gets on a checking account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this was for uh [PII]?
[CUSTOMER][NEUTRAL] Yes, that, yeah, that's one.
[AGENT][NEUTRAL] OK, uh, can you verify her date of birth, please?
[CUSTOMER][NEUTRAL] The date of birth is um [PII].
[AGENT][NEUTRAL] Thank you and then can you verify the uh mailing address we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that [PII]. Alrighty, give me just a moment I'm gonna put you on a brief hold and transfer you to our billing department they'll be able to take those payments for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][NEUTRAL] Doing alright thank you um I've got a member on the line who's just needing to make a payment on a policy.
[CUSTOMER][NEUTRAL] Alright, uh, so it's an individual, OK, let's see here.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's that policy number?
[AGENT][NEUTRAL] It's 453-540.
[AGENT][NEUTRAL] And we are speaking with uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And did you get a callback number?
[AGENT][NEUTRAL] Yes, that is uh [PII].
[CUSTOMER][NEUTRAL] Alright, let me just get logged into this real quick.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] Alright, I'm ready for whenever you are.
[AGENT][POSITIVE] Alright thank you bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.