AccountId: 011433970860
ContactId: 602068fc-cd12-48e3-aca2-7b89cea5ace2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276940 ms
Total Talk Time (AGENT): 82717 ms
Total Talk Time (CUSTOMER): 123422 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/602068fc-cd12-48e3-aca2-7b89cea5ace2_20250304T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to uh make a payment on uh life insurance.
[AGENT][NEUTRAL] Sure, OK, we could take that payment for you. uh, what was your name?
[CUSTOMER][NEUTRAL] Uh, the name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it thank you and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, no, I don't have the policy number.
[AGENT][NEUTRAL] Um, OK, I could start using your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, I know you did say this was for [PII]. What was your name? I'm so sorry.
[CUSTOMER][NEUTRAL] My, uh her name or my name?
[AGENT][NEUTRAL] Your name please.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm the husband.
[AGENT][NEUTRAL] Got you OK thank you just wanted to make sure I knew who I was speaking with OK and I'm just gonna verify some information really quick um can you give me [PII]'s date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then uh can I get the mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that information, [PII]. So I'm just gonna put you on a brief hold and reach out to our billing department they'll be able to take that payment for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, you know, uh, because, uh, they, they, they, they normally they were doing the direct billing, but you know I have some problem and the, uh, I don't know how you know how it's going now so.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Sure, yeah, definitely we'll get you taken care of. Alright, I'm just gonna put you on that brief hold I'll get them on the line for you, OK? One moment.
[CUSTOMER][NEUTRAL] So, no one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] ing
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is La and group billing. How may I help you?
[AGENT][NEUTRAL] Hi, this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing fine, [PII], thank you for asking. How are you?
[AGENT][NEUTRAL] Doing alright, thank you. I've got a member on the line they're just needing to make a payment for their individual policy.
[CUSTOMER][NEUTRAL] OK, and what is that policy number, please?
[AGENT][NEUTRAL] That is 766-439.
[CUSTOMER][NEUTRAL] 766-439 and the person that's on the phone?
[AGENT][NEUTRAL] Uh, we're speaking with, uh, part 3 [PII].
[CUSTOMER][POSITIVE] And a good call back number please?
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] OK, and you've got a manual on the phone and he's wanting to pay on policy 766-439?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and a good callback number is the [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right. Um.
[CUSTOMER][NEUTRAL] Just a moment, let me get over there and we will be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I got to log back in.
[CUSTOMER][NEUTRAL] You can send them on.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Uh, you're welcome. Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.