AccountId: 011433970860
ContactId: 5387e310-92fc-4dce-b867-1d5b2a18e20e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75349 ms
Total Talk Time (AGENT): 41670 ms
Total Talk Time (CUSTOMER): 20447 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/5387e310-92fc-4dce-b867-1d5b2a18e20e_20250218T16:50_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], how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm great thanks for asking [PII], this is [PII]. I'm calling in regards to um a a policyholder who wants to pay on his premium. Do they go to you as an individual policy?
[AGENT][NEUTRAL] Um, uh, what is the policy number? Let me take a look at the method of payment.
[CUSTOMER][NEUTRAL] It's a select it's 703-855.
[AGENT][NEUTRAL] OK, um, they, you will send it to, uh, group billing.
[CUSTOMER][NEUTRAL] Go to billing.
[AGENT][NEUTRAL] Yes ma'am, um, customer service that have the can't take payments so billing does if they, um, if their mode of payment needs to be changed then you have to send them to us first and then we'd have to send them to billing, but his mode of payment is already set up for direct bill so he's good to just send the billing.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] No problem. Have a good day.
[CUSTOMER][NEUTRAL] Oh