AccountId: 011433970860
ContactId: 460a7abb-733e-4e52-b3ad-c61b6b380593
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217839 ms
Total Talk Time (AGENT): 87697 ms
Total Talk Time (CUSTOMER): 64343 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/460a7abb-733e-4e52-b3ad-c61b6b380593_20250217T18:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I would like to make a payment on my uh insurance policy. My policy number is 980102059.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, one moment. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Alright, and I'm sorry, [PII], that the number that you gave me is actually a bit too long to be one of our policy numbers. um I could start using your social.
[CUSTOMER][NEUTRAL] Uh, what did you say about the policy number?
[AGENT][NEUTRAL] That's a bit too long to be one of our policy numbers.
[CUSTOMER][NEUTRAL] OK, well, it has policy there.
[AGENT][NEUTRAL] Let's see, could you spell your last name for me, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can search just using your name give me just a moment.
[AGENT][POSITIVE] All right. I do believe I've found you. Let's see.
[AGENT][NEUTRAL] Can I get your date of birth please [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it. OK, um, let's see, I'm just gonna verify a couple other pieces of information. um, can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it. OK, thank you for verifying that. All right. Bear with me just a moment.
[AGENT][NEUTRAL] OK, and we're just needing to make a payment, um, let's see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Was this for uh both of your policies with us?
[CUSTOMER][NEUTRAL] Uh, I have two policies. I want to pay for them, and this one is for the amount of $7.80.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Got it. OK, yes, that's the intensive care. Alright, [PII], I'm just gonna put you on a brief hold just a moment. um, I'm gonna transfer you to our billing department they'll be able to take that payment for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright thank you one moment. Oh, I'm sorry, [PII], actually before that can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, appreciate it. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey Kay, this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing alright thank you. I just have an insured on the line who's just wanting to make a payment.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] 60505
[CUSTOMER][NEUTRAL] 60.
[AGENT][NEUTRAL] 505.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, you can send them to me.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.