AccountId: 011433970860
ContactId: 2ba5d174-72ae-48c4-97ab-cc7da5632fa8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234369 ms
Total Talk Time (AGENT): 64639 ms
Total Talk Time (CUSTOMER): 71303 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/2ba5d174-72ae-48c4-97ab-cc7da5632fa8_20250228T13:26_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, excuse me, my name is [PII]. Um, I was wondering if I'm able to pay my cancer premium, uh, over the phone.
[AGENT][NEUTRAL] OK, let me pull up your file and I can verify that for you, [PII]. What's your policy number for the policy?
[CUSTOMER][NEUTRAL] OK, 00538125.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Share and verify your date of birth, your mailing address, and an email address that may be on file.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, address is [PII]. Email is [PII].
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][POSITIVE] Thank you for verifying that information for me, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One second.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Alright, I'm gonna get you over to, are you paying by credit card?
[CUSTOMER][NEUTRAL] Uh, well, debit card.
[AGENT][POSITIVE] OK, I'm gonna get you over to the correct area and they'll be able to assist you with that, OK?
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Alrighty, one moment, thank you for calling APL. Have a good day and let me get you transferred.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[AGENT][POSITIVE] [PII], thank you so much. It looks like the lines in that area are busy. Um, do you want me to just take your name and number and have someone call you back, or would you like to just call back probably within about 30 minutes?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If it's gonna be within 30 minutes, I, I would say go ahead and have them call me.
[AGENT][NEUTRAL] OK. OK. And at the number that you gave me?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. All right, we can do that.
[AGENT][NEUTRAL] At [PII]
[CUSTOMER][POSITIVE] All right, well thank you so much. Excuse me.
[AGENT][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, we'll have them return a call to you at that phone number.
[CUSTOMER][POSITIVE] OK, thank you so much bye bye.
[AGENT][POSITIVE] OK, you're welcome. Thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye.