AccountId: 011433970860
ContactId: 668ff678-dc48-43c8-a7d2-5d616e2ed810
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184919 ms
Total Talk Time (AGENT): 62578 ms
Total Talk Time (CUSTOMER): 54301 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/668ff678-dc48-43c8-a7d2-5d616e2ed810_20250513T13:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes [PII], I just wanted to make a payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no, no.
[AGENT][NEUTRAL] May I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And do you have a phone number?
[CUSTOMER][NEUTRAL] I'm doing this for my husband.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I have an invoice number.
[AGENT][NEUTRAL] What is the invoice number?
[CUSTOMER][NEUTRAL] 0006389039
[AGENT][NEUTRAL] And is this for uh individual policy or is this for a group or?
[CUSTOMER][NEUTRAL] It's under a corporation and a consultant.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Do you have a group number?
[CUSTOMER][NEUTRAL] A group number I guess 80108.
[AGENT][NEUTRAL] 80108.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Hold on just a moment. I'll get you someone, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in claims. I have a group on the phone that wants to pay their bill.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] 8, she said 80108.
[CUSTOMER][NEUTRAL] 80108 right and what's her name?
[AGENT][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] She had an invoice number. Do you need that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, what's the invoice number?
[AGENT][NEUTRAL] 006389039.
[CUSTOMER][POSITIVE] OK, perfect. Uh, got it. And does she have?
[AGENT][NEUTRAL] And you need her callback number?
[CUSTOMER][NEUTRAL] Yes, I was about to ask for that. What's that callback number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, I got it. I'm ready.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Mhm, no problem.
[AGENT][NEUTRAL] Bye-bye.