AccountId: 011433970860
ContactId: 25b7f89a-03a1-4f8d-83f0-4fa228ae35b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115919 ms
Total Talk Time (AGENT): 38039 ms
Total Talk Time (CUSTOMER): 33101 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/25b7f89a-03a1-4f8d-83f0-4fa228ae35b9_20250122T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling about my plan. I wanna know.
[CUSTOMER][NEUTRAL] What payment method is assigned to my payments?
[AGENT][POSITIVE] OK, I'm happy to take a look at the claim. Do you have your policy number or the claim number?
[CUSTOMER][NEUTRAL] I do, um.
[CUSTOMER][NEUTRAL] Policy number, hold on, it's coming up, it's 2553313.
[AGENT][POSITIVE] Thank you so much. Let me pull this up here one moment.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then for verification may I please have your first and last name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. My address is [PII].
[AGENT][POSITIVE] All right, thank you so much one moment.
[AGENT][NEUTRAL] All right. So it looks like you have direct deposit set up, so it should be coming straight to your account. It wasn't a check or anything like that.
[CUSTOMER][NEUTRAL] OK, cool, just, just, uh, I was just wondering, I don't know if I set it up or not.
[AGENT][NEUTRAL] Yeah it looks like it's uh it has been set up.
[CUSTOMER][NEUTRAL] Could we remember.
[CUSTOMER][POSITIVE] OK, thanks a lot.
[AGENT][POSITIVE] You're welcome. Have a good day, E.
[CUSTOMER][NEUTRAL] You too bye.