AccountId: 011433970860
ContactId: 7af44fad-350b-4e1b-8392-b366cf9c4b1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213039 ms
Total Talk Time (AGENT): 62238 ms
Total Talk Time (CUSTOMER): 84924 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/7af44fad-350b-4e1b-8392-b366cf9c4b1c_20250502T20:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to pay my insurance premium please.
[AGENT][NEUTRAL] OK, I can help you with that. Um, do you have a good policy number?
[CUSTOMER][NEUTRAL] Yes, it's 00603717.
[AGENT][NEUTRAL] And can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] OK, I just need two other pieces of information. What is your address and your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's uh all lower case [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK, uh, looks like I'll get, I can get you to our group billing department and they'll be able to take your payment over the phone. Um, do you mind if I get you transfer over there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's fine, thank you.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] Group billing. How may I help you?
[AGENT][NEUTRAL] Hi, um, this is [PII] on the care team, and I've got a member on the line who would like to make a payment.
[CUSTOMER][NEUTRAL] OK, [PII]. And who do you, what, what's the policy number?
[AGENT][NEUTRAL] 603-717.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 603-717. Let me pull that up real quick.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And that is [PII]?
[AGENT][POSITIVE] Yes, and I've verified her and then I have a good callback number if you need that.
[CUSTOMER][NEUTRAL] OK, hold on just one moment, let me get there.
[CUSTOMER][NEUTRAL] All right. What's that callback number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And you said that you verified everything and she's calling to make a payment correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And will you give me your name again? and I'll introduce you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Let, OK, perfect. OK, you ready for a mole?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got [PII] on the line. She's gonna help you with your payment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Hi Ms. [PII], this is [PII].