AccountId: 011433970860
ContactId: 35b2d33d-4924-4481-85b3-736fb99577fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213110 ms
Total Talk Time (AGENT): 39136 ms
Total Talk Time (CUSTOMER): 68763 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/35b2d33d-4924-4481-85b3-736fb99577fa_20250508T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. Could you please help me process the payment?
[AGENT][NEUTRAL] To process the payment?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] To process the payment?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. Let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, do you have the group number?
[CUSTOMER][NEUTRAL] I have an invoice number, account number.
[AGENT][NEUTRAL] What's the invoice?
[CUSTOMER][NEUTRAL] The invoice number is 744.
[CUSTOMER][NEUTRAL] 511.
[AGENT][NEUTRAL] Is that a policy number? Are you calling to pay on your policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm, the policy, that policy number you gave me is not an active policy. Um, is, are you calling for a group?
[CUSTOMER][NEUTRAL] This is Aflac.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEGATIVE] This is at the um OK one second because I stapled two together. Hold on, I'm making a mistake here. There was 2 invoices stapled together. I see at the um.
[CUSTOMER][NEUTRAL] I have this.
[CUSTOMER][NEUTRAL] Invoice number I have 638.
[CUSTOMER][NEUTRAL] 756 7.
[AGENT][NEUTRAL] Say that one more time.
[CUSTOMER][NEUTRAL] 638-75667
[AGENT][NEUTRAL] Master's lumber and hardware?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and what amount are you wanting to pay?
[CUSTOMER][NEUTRAL] Mm, give me one second because I was not ready for this one.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I'm gonna have to call back because I don't, I, I didn't check this one first and I see different amounts on my end.
[CUSTOMER][NEUTRAL] Let me call you back. Do you have a direct number?
[AGENT][NEUTRAL] You can speak to anybody in the group billing department.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][POSITIVE] Alright, alright, thank you.
[AGENT][POSITIVE] You're welcome.