AccountId: 011433970860
ContactId: 3bd29179-b029-4a18-bd35-70f25b574087
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197550 ms
Total Talk Time (AGENT): 64371 ms
Total Talk Time (CUSTOMER): 66132 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/3bd29179-b029-4a18-bd35-70f25b574087_20250228T15:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to make a payment on your account, please.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] I need to make a payment.
[AGENT][NEUTRAL] OK. And what is your policy number?
[CUSTOMER][NEUTRAL] I can give you the group number.
[AGENT][NEUTRAL] OK. What's the correct number?
[CUSTOMER][NEUTRAL] That's the same thing.
[CUSTOMER][NEUTRAL] Is that 245-559?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and hold just a moment let me pull up your account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you verify the address and phone number?
[CUSTOMER][NEUTRAL] Uh, the address is [PII], and my number in case of disconnection is [PII].
[AGENT][NEUTRAL] OK, thank you, and you're wanting to make a payment, is that correct? for the group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I will need to get somebody in our billing department um if you don't mind, I could put you on hold for just a moment.
[AGENT][NEUTRAL] And um
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] Connect you with them. Uh, thank you for calling APL. You have a wonderful day and I I'll connect you with billing.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Mm, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in um customer services. How are you?
[CUSTOMER][MIXED] I'm good, having some computer issues, but I'm good. Yeah, I was, I was about to call support, but then I got a call, so I was like crap because I forgot to put my my um availability to change it.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Oh no. Well, I have a group admin on the phone. Her, her name is [PII] with group 24559, wanting to make a payment on their account.
[CUSTOMER][NEUTRAL] OK, I'm gonna try to make sure I can get you pulled up. You said the 24599.
[AGENT][NEUTRAL] 245-59.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And I verified the address and she gave me her phone number but she was so fast I couldn't get it wrote down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, give me one second, just logged in, make sure I get logged in.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send her over and I'll get the invoice information and stuff from her.
[AGENT][POSITIVE] All right. Thank you and have a good day. Here she is.
[CUSTOMER][NEUTRAL] OK