AccountId: 011433970860
ContactId: 2e1c7378-3bde-49b1-a9ac-5faef3d0c762
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341679 ms
Total Talk Time (AGENT): 73408 ms
Total Talk Time (CUSTOMER): 117994 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/2e1c7378-3bde-49b1-a9ac-5faef3d0c762_20250514T21:20_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, may I speak with [PII]? I was returning her call.
[AGENT][NEUTRAL] OK, let me see if she's available. May I have your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] and um [PII] and uh group billing, correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Or is it customers, OK. All right. And may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK. And let me have the group number just in case she asks for it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Are you talking about my policy number?
[AGENT][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] OK, just one second.
[AGENT][NEUTRAL] Mhm. Sure, yes, I'm gonna look for her right now.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, it's 9 A as in apple 0110999.
[AGENT][NEUTRAL] OK, thank you. OK, let me go ahead and send her a message to see if she's available, OK? Do you mind holding for me, Miss [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hi [PII], I'm good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, yeah, she asked for you. She gave me the policy number. Uh, I did not verify any information. I just got the policy number just in case you need it. She said that she was talking to you or you need to call her, I mean, she needed to call you back or something like that. Yup. OK. So do you have the information or you need?
[CUSTOMER][NEUTRAL] I left a message, yeah.
[CUSTOMER][NEUTRAL] I just literally closed out this screen though like uh she just uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just log in real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, seriously, I just did this.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] OK, I'm ready for it.
[AGENT][POSITIVE] OK, here she comes. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line.
[CUSTOMER][NEUTRAL] Oh, how are you? Hi, Ms. [PII]. I'm well. How about yourself?
[CUSTOMER][NEUTRAL] I am OK uh I was going to give you my account number.
[CUSTOMER][NEUTRAL] Well, memory, I was speaking with [PII]. She asked me to give you a call back to take a payment for the 2 months that you guys talked about. Right.
[CUSTOMER][NEUTRAL] And the way I would need to do that would be by a card it wouldn't be by your account number.
[CUSTOMER][NEUTRAL] So I can't withdraw it from my bank?
[CUSTOMER][NEUTRAL] I can do it if you have a debit card.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, I thought she said that she could.
[CUSTOMER][NEUTRAL] The only way I'll be able to do it over the phone would be by uh a card of some sort.
[CUSTOMER][NEUTRAL] OK, um, well, I will just mail my check.
[CUSTOMER][NEUTRAL] Because I don't have a debit card on this account.
[CUSTOMER][NEUTRAL] Yes ma'am, I will make a note to uh look out for that check for when it comes in. OK, could you verify the address for me?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I apologize it's gonna be slightly different because it's an individual let me just, let's see here. I normally deal with uh group payments.
[CUSTOMER][NEUTRAL] Um,