AccountId: 011433970860
ContactId: 41c25076-7b21-4827-be2c-345ec28d3344
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154809 ms
Total Talk Time (AGENT): 54728 ms
Total Talk Time (CUSTOMER): 40060 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/41c25076-7b21-4827-be2c-345ec28d3344_20250326T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm [PII] and I'm calling to make a payment on my policy.
[AGENT][NEUTRAL] All right, Ms. [PII], uh, what is your policy number?
[CUSTOMER][NEUTRAL] OK, that number is 00929404.
[AGENT][NEUTRAL] All right, I'm gonna repeat it back to you to make sure I have it correct. 00929404.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, and allow me just a second to pull up your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Miss [PII], I was able to pull up your policy and just for verification steps. Do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII]. Address is [PII], and the zip code is [PII].
[AGENT][POSITIVE] Thank you very much. All right, I will go ahead and connect you with the billing department so you can go ahead and make that um payment, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have an insured on the line who wants to make a um card payment on her policy.
[CUSTOMER][NEUTRAL] What is the uh policy number?
[AGENT][NEUTRAL] Policy number is 929404. [PII].
[CUSTOMER][NEUTRAL] Alright, have you verified her information?
[AGENT][NEUTRAL] Mhm, yes, I did.
[CUSTOMER][POSITIVE] All righty, send her on.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.