AccountId: 011433970860
ContactId: 70282e0c-a2e2-41d2-845c-1d4d57e641d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111400 ms
Total Talk Time (AGENT): 32407 ms
Total Talk Time (CUSTOMER): 72851 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/70282e0c-a2e2-41d2-845c-1d4d57e641d7_20250421T17:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] I'm fine, thank you. So I have an insured on the line.
[CUSTOMER][NEUTRAL] The policy number is 253.
[CUSTOMER][NEUTRAL] 5988.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So she was um she was thinking she could pay her premium through the OSC. I'm not quite sure who told her that, but anyway, I explained that she cannot do that. So she's wanting to make a payment over the phone, but we're still showing this policy as a one and it doesn't look like the hub request from the [PII].
[AGENT][NEUTRAL] She has another policy.
[AGENT][NEUTRAL] She got issued another policy. They don't have the GC 702. Once they port, they go to GCP 24. It's 261.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 588.
[CUSTOMER][NEUTRAL] Hold on, let me just go to.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] I got it. Let me see who she talked to that might have alluded to her being able to, and of course there's nothing in there, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she can make a payment.
[CUSTOMER][NEUTRAL] There's not a note of course. Yeah, she can with it on 3 so I'll connect her over to um and give, I need to give her this new policy number. I, I just, yeah, I'm confused as to why somebody told her she could pay.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I don't know, girl, because who knows.
[CUSTOMER][NEUTRAL] In the portal. So anyway, alright, but anyway, OK, so let me just get, I've got that other policy, [PII], you don't have to give it to me. I've got it.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] All right, girl. Thank you so much. All [PII]. Bye bye.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye