AccountId: 011433970860
ContactId: 5306332e-aaec-4d68-b181-28615397fa55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190979 ms
Total Talk Time (AGENT): 66475 ms
Total Talk Time (CUSTOMER): 55159 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/5306332e-aaec-4d68-b181-28615397fa55_20250214T20:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I didn't know if I could make a premium payment over the phone.
[AGENT][NEUTRAL] Mhm. Yes, you can make a payment over the phone. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh [PII] and I'm at [PII].
[CUSTOMER][NEUTRAL] Today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number then?
[CUSTOMER][NEUTRAL] It is um 00731060.
[AGENT][NEUTRAL] Thank you. And I need to verify the mailing address, email address, and the birthday.
[CUSTOMER][NEUTRAL] Um, [PII] and um and then [PII] is that what you want?
[AGENT][NEUTRAL] Mhm, yes, mhm.
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Yeah, so [PII].
[AGENT][NEUTRAL] And you're still at [PII].
[CUSTOMER][NEUTRAL] [PII]. Uh-huh.
[AGENT][NEUTRAL] Alright, let me go ahead and get uh group billing department to take that payment for you, OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Fferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I have a member on the line that needs to make a premium payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number is 731,060.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, and um let me give you the callback number because it is different from the system. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, you can send it to me.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Ms. [PII] on the line. Uh, she's gonna assist you with the payment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] OK, Miss [PII], let me get this all entered real quick and I'll take that payment for you.
[CUSTOMER][NEUTRAL] OK.