AccountId: 011433970860
ContactId: 2a3e202e-2b68-40a5-8540-25aa90d10659
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210789 ms
Total Talk Time (AGENT): 80819 ms
Total Talk Time (CUSTOMER): 78963 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/2a3e202e-2b68-40a5-8540-25aa90d10659_20250109T19:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I need the billing department. I wanna, I wanna pay uh on my, mine and my husband's life insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK, [PII] and the policy number is 00446779 and my husband's is uh.
[CUSTOMER][NEUTRAL] [PII] and his policy number is 00446778.
[AGENT][NEUTRAL] Alright, and then just your um phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, and I have you here and I just need you to verify your date of birth, mailing and email address.
[CUSTOMER][NEUTRAL] OK. I don't use my email, but my, my date of birth is [PII], January.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am. Well, if I don't talk to you then, happy birthday.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Um, and before I transfer you over to group billing, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright. Well, thank you so much for calling APL and hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Are we allowed to send to group billing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] At this point,
[AGENT][NEGATIVE] I was in trouble.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] from the care team. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you?
[AGENT][POSITIVE] I'm doing good. Um, I have an insured on the other line who needs to make a premium payment for her policy and her husband's.
[CUSTOMER][NEUTRAL] OK, what is the policy numbers?
[AGENT][NEUTRAL] Um, so, uh, 446-778 and then 779.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And who do we have on the line?
[AGENT][NEUTRAL] We're speaking with [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And hers is 779.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll pull that one up first then alright I've got them pulled up um.
[CUSTOMER][NEUTRAL] And do we have a callback number? Do I?
[AGENT][NEUTRAL] Mhm. Um, it's [PII].
[CUSTOMER][NEUTRAL] Does she get, OK.
[CUSTOMER][NEUTRAL] OK, I see that. Alright, I think I've got what I need so you can go ahead and put them through.
[AGENT][POSITIVE] Alrighty, hold on one moment. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have a group billing on the line and they'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You have a great afternoon.
[AGENT][POSITIVE] Oh, you too. Thanks for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in group billing. How are you doing?