AccountId: 011433970860
ContactId: 6af8377d-9619-45fc-a746-8f43cd69220a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240080 ms
Total Talk Time (AGENT): 89628 ms
Total Talk Time (CUSTOMER): 98422 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/6af8377d-9619-45fc-a746-8f43cd69220a_20250620T20:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I wanted to, uh, remit payment for the year for my, uh, policy.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. Um, my cell phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have your policy number?
[CUSTOMER][NEUTRAL] Um, yes, I think it's, I wrote down my old and my new and I don't remember which order I wrote them in, so I'll give you the 1st 1, 241-03997.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right, I have you here. I just need you to verify your date of birth, mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, [PII], um, address [PII].
[CUSTOMER][NEUTRAL] And what was the other?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And are you saying you want to make, you just want to make your like your monthly premium over the phone?
[AGENT][NEUTRAL] Oh, I'm sorry, for the rest of the year.
[CUSTOMER][NEUTRAL] Um, well, I usually
[CUSTOMER][NEUTRAL] Yeah, for the for the whole upcoming year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and um,
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, so let me get you over to group billing so that they can take the payment for you. Before I do that, Miss [PII], was there anything else I could assist you with?
[CUSTOMER][NEUTRAL] No, I don't think so. I appreciate your help. I didn't, I didn't hear an option on that on your uh menu, so I apologize if I got the wrong group.
[AGENT][NEUTRAL] No, you did it correctly. There's no option. No, you're fine.
[CUSTOMER][POSITIVE] OK, great. Well thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling API. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] from the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good, [PII], how are you today?
[AGENT][POSITIVE] I'm doing good. Um, I have an insured on the other line who wants to make um a premium payment for the year.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK, sure. What's the policy number, [PII]?
[AGENT][NEUTRAL] It is 241-03997.
[CUSTOMER][NEUTRAL] Thank you, ma'am. And I'm talking to, let's see, is it Ms. [PII]?
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] I don't know if we can take that because it's not.
[CUSTOMER][NEUTRAL] It's Terminator.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK she's
[AGENT][NEUTRAL] Oh wait, hold on.
[CUSTOMER][POSITIVE] Wait, I think it's this one right here. You're fine. It's just, OK, yeah, 255. It is totally fine, sweetie. Send it to me. I'll be glad to help you. You have a good day, OK.
[AGENT][NEUTRAL] Yes, the 255. Yes, I gave you the one she gave me, sorry.
[AGENT][POSITIVE] Alright, you too. Have a good weekend.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait, and I have on the line to assist you further with your payment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome. Hey, Ms. [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm good