AccountId: 011433970860
ContactId: 4ff80c33-d730-4d2e-aa21-73f4c69b35c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219580 ms
Total Talk Time (AGENT): 91232 ms
Total Talk Time (CUSTOMER): 68774 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/4ff80c33-d730-4d2e-aa21-73f4c69b35c3_20250106T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have Mr. [PII] on the phone. His call back number is [PII]. I verified all his information. His policy number is 00733747, and he's calling about his premium. He wanna know, can he pay a.
[CUSTOMER][NEUTRAL] Premium over the phone so I was gonna let customer service determine how he needs to pay his premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII]. Yeah, he can pay it over the phone. Billing has to take the payment though. We can't take the payment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, well, see, I didn't know who he go to, so yeah, you just have to get it straight, so I'm, I'm gonna transfer him over to you to you all, and then you can get him to where you need to go, OK.
[AGENT][POSITIVE] OK. All right, thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you today?
[CUSTOMER][POSITIVE] I'm good [PII]. How are you?
[AGENT][POSITIVE] I'm good. Thank you so much for asking. Uh, so, Ms. [PII] was just telling me that you were calling to see how, uh, how you needed to pay your premium.
[CUSTOMER][NEUTRAL] Yes, ma'am. um, I was gonna see if I could pay it over the phone or if I had to send the check in.
[AGENT][NEUTRAL] You do not have to send the check in. You can pay over the phone with uh debit or credit card, which you can't pay by check by phone.
[CUSTOMER][POSITIVE] OK, yeah, perfect.
[CUSTOMER][POSITIVE] OK, yeah, debit card is perfect.
[AGENT][POSITIVE] All right. All right, Mr. [PII], uh, give me just a moment. I'm gonna get somebody in billing for you. I do apologize for having to transfer you again, uh, but I'm gonna get somebody on the line, give them all your information, and that way, uh, they'll have it ready for you when they come to you, OK?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] OK, sounds great.
[AGENT][NEUTRAL] All right. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] All right, Mr. [PII]. Hold on just a moment. I'll be right, well, somebody will be right with you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you so much for choosing APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] OK, you too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] customer service. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good. Um, I have a member on the line wanting to uh pay his premium over the phone.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It is 733-747.
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] And his callback number is different than the number he's calling from?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty, uh, send them to me.
[AGENT][POSITIVE] All right. Thank you very much. Have a good day.
[CUSTOMER][NEUTRAL] Mhm. You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help