AccountId: 011433970860
ContactId: 7568b5e1-a6e2-4f72-a07d-117c992c400c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215020 ms
Total Talk Time (AGENT): 108854 ms
Total Talk Time (CUSTOMER): 68670 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/7568b5e1-a6e2-4f72-a07d-117c992c400c_20250520T17:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I'd like to call in a payment if you don't mind.
[AGENT][NEUTRAL] OK, Ms. [PII], you're wanting to make a payment on your policy premium? Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am. Yes. Mhm.
[AGENT][NEUTRAL] OK, yes, so I can partially help you with that, Miss [PII]. What I'm gonna need to do is to pull up your policy information first and verify some things with you for security, and then I can get you connected with someone who can process your payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That'd be fine. I appreciate that thank you.
[AGENT][POSITIVE] You're welcome. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] My policy number is 00406296.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yes ma'am. [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And oh you need my address?
[AGENT][NEUTRAL] Your home. Yes, ma'am. That's the next thing. Uh-huh.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. The phone number that is on file for you um is the same as the one you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Alright, thank you. And lastly your email address please.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Then [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so give me one moment, Mrs. [PII].
[AGENT][POSITIVE] OK, so I will be happy to get you connected with someone who can process your payment. Is there anything else that I can help you with before I do that?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] OK, you do the same thank you.
[AGENT][POSITIVE] Yes, ma'am, and thank you too. So, one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII], but I can barely hear you.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Let me see if I can fix it.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Can you hear me better now?
[AGENT][POSITIVE] That's better. That's a lot better, yeah. So I have an insured on the line who is wanting to make a payment over the phone on her policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the premium?
[CUSTOMER][NEUTRAL] Alright, what's the policy number?
[AGENT][NEUTRAL] 406.
[AGENT][NEUTRAL] 296 and it's for Ms. [PII].
[AGENT][NEUTRAL] I have verified all of her information and the phone number that's in the system is the phone number uh that you would call her back on. It's also the same one that's up on the screen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her over.
[AGENT][POSITIVE] OK. Well, thank you so much. Have a great afternoon.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Alright, thank you. Bye.