AccountId: 011433970860
ContactId: 633db4c3-71e9-41d7-a431-2d6ba39ad428
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172309 ms
Total Talk Time (AGENT): 60846 ms
Total Talk Time (CUSTOMER): 67674 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/633db4c3-71e9-41d7-a431-2d6ba39ad428_20250214T16:19_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Today's Friday.
[CUSTOMER][NEUTRAL] Uh, yes ma'am. Uh, uh, my name is [PII], and I'd like to pay my premium please.
[AGENT][POSITIVE] OK, sure, I can assist you with premiums. Mhm.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I'll give you my policy number.
[AGENT][NEUTRAL] Um, yes, go ahead.
[CUSTOMER][NEUTRAL] It's it's 00617676.
[AGENT][NEUTRAL] OK, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and I need to verify your um date of birth, mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII]. My mailing address is [PII] and I don't have email or any any of that, huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. All right, let's see. OK, let me go ahead and get um the group billing department on the line to take that payment for you, OK? One moment.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good thank you. I have uh an insured on the line. She's trying to make a payment for her premium for dental.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the policy number is 617676.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] That's correct. And I did fully verify her, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright you can send it to me.
[AGENT][POSITIVE] OK, thank you, here you go.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII].
[AGENT][POSITIVE] I got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Alrighty [PII], let me get everything pulled up and entered real quick and I can assist you with the payment. OK, thank you.
[CUSTOMER][NEUTRAL] Um, I have the total premium of 10,980.
[CUSTOMER][NEUTRAL] Yes ma'am.