AccountId: 011433970860
ContactId: 26daad9e-87d0-4ec5-9921-ecfdb384c405
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327279 ms
Total Talk Time (AGENT): 47929 ms
Total Talk Time (CUSTOMER): 59583 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/26daad9e-87d0-4ec5-9921-ecfdb384c405_20250217T14:51_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] calling. I need to make a payment in our, uh, invo in her account.
[AGENT][NEUTRAL] OK. You're calling from the provider's office?
[CUSTOMER][NEUTRAL] Yes, no, no, not provider we're, we have an insurance with you guys.
[AGENT][NEUTRAL] And you need to make a payment for a policy?
[CUSTOMER][NEUTRAL] Yes, yes, mhm.
[AGENT][NEUTRAL] OK, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 21. My name is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's uh 800 and then 56.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for what type of policy is this for?
[CUSTOMER][NEUTRAL] It's for I guess um dental.
[CUSTOMER][NEUTRAL] High vision I don't know.
[AGENT][NEUTRAL] And are you calling from the HR department or?
[CUSTOMER][NEUTRAL] Yes, I'm calling from the accounting department. I may need to make the payment for this policy.
[AGENT][NEUTRAL] OK, cause you've actually reached the claims department. I'm just trying to figure out um what do I need to transfer you.
[CUSTOMER][NEUTRAL] Yeah, because it doesn't give me an option when it gets billing I put number 2, but then it doesn't give me an option to to speak to someone. I just need me to make a payment, so can you transfer me to whoever that department?
[AGENT][NEUTRAL] Yes, ma'am. One moment. Hold on. Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the claims department. Um, I have a, um,
[AGENT][NEUTRAL] HR department on the line. Um, her name is [PII]. She's calling to make a payment for their policy.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] Um, she didn't have that information.
[CUSTOMER][NEUTRAL] And nothing was verified?
[AGENT][NEUTRAL] I'll
[AGENT][NEUTRAL] Um, all I have is her callback number.
[CUSTOMER][NEUTRAL] you just send it to me.
[AGENT][POSITIVE] OK, here she is. Thank you.