AccountId: 011433970860
ContactId: 1d95f955-d901-40f4-9a61-3560ad274545
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258630 ms
Total Talk Time (AGENT): 129016 ms
Total Talk Time (CUSTOMER): 90087 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/1d95f955-d901-40f4-9a61-3560ad274545_20250523T13:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. Hi, my name is [PII], and I wanna, I'm calling to make a payment. I will, um, I want to make a payment please on my, on my policy.
[AGENT][NEUTRAL] OK. And did you say your last name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], you're wanting to make a [PII]? Is that correct?
[CUSTOMER][NEUTRAL] First name
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, and you're wanting to make a payment on your premium, is that correct?
[CUSTOMER][POSITIVE] Yes, ma'am, that's correct.
[AGENT][NEUTRAL] OK, yes, sir. Well, I can partially help you with this, Mr. [PII]. What I will need to do is to pull up your policy information and verify some things with you first for security, but before I can get you connected with someone to process your payment. So what is a good call back number for you, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, myself, um, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, my policy number is 023.
[CUSTOMER][NEUTRAL] 616.
[CUSTOMER][NEUTRAL] 71
[AGENT][NEUTRAL] OK, thank you. One moment while I get your information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the next piece of information will be your I'm sorry, your mailing address.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. So that'd be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] My work, my, well, I'm give you my personal Clark.
[AGENT][NEUTRAL] Your email. It's, it's your personal, it appears.
[CUSTOMER][NEUTRAL] Yes, yes, [PII].
[AGENT][POSITIVE] OK, thank you very much. OK, so, uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] If you will give me a moment, Mr. [PII], unless there is something else that I can help you with today, I will be happy to connect you with someone who can process that payment for you.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] OK. Well, is there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am. No, ma'am.
[AGENT][POSITIVE] OK. Well, then, thank you very much for calling ATL. You're welcome and I hope you have a wonderful and safe holiday weekend.
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Oh, you too. Yes, ma'am.
[AGENT][POSITIVE] Yes, sir. Thank you too. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good, [PII]. How are you, honey?
[AGENT][POSITIVE] I'm good. Happy Friday and long holiday weekend.
[CUSTOMER][POSITIVE] Yeah, I know, I'm so happy.
[AGENT][NEUTRAL] Well, I have a gentleman, um, an insured on the line who's wanting to make a premium payment over the phone on his policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I walk into that. Well, I can wait. What's the policy number? Let me pull that up first, [PII]. I'm sorry. What's the policy number?
[AGENT][NEUTRAL] 236.
[AGENT][NEUTRAL] 1671 for [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I have verified all of his information, [PII], and the phone number that you see up on the screen is the one that he gave me as his callback number also.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you, Ms. [PII]. I hope you have a good day. You can send it to me, OK?
[AGENT][POSITIVE] All right. Well, here he comes, and I hope you have a great day too, [PII], and a great holiday weekend.
[CUSTOMER][POSITIVE] You too, [PII]. Thank you so much.
[AGENT][POSITIVE] Hi. You're welcome. Bye bye.