AccountId: 011433970860
ContactId: 7d534b07-87ac-4c49-b87c-9457ac3a2270
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182860 ms
Total Talk Time (AGENT): 57520 ms
Total Talk Time (CUSTOMER): 63380 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/7d534b07-87ac-4c49-b87c-9457ac3a2270_20250509T16:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I wanna pay my, um my cancer policy by, uh, with a credit card.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 753-860.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], I just need to verify a few pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] A8_ my last name [PII].
[AGENT][NEUTRAL] OK, and then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. OK, let me get you over to our billing department. They'll be able to take this payment and I'll give them the information you've just provided me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[AGENT][NEUTRAL] Uh, this is [PII] on the care team, and I've got an insured on the line that would like to make a payment by phone.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] I can get that um policy pulled up.
[AGENT][NEUTRAL] Uh, do you need the policy number?
[CUSTOMER][NEUTRAL] Yeah, I'm getting mine pulled back up because I just had an internet outage so I had to reboot everything.
[AGENT][NEUTRAL] OK, sure. I understand.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] All right, what's the policy number?
[AGENT][NEUTRAL] Uh, policy number 753-860.
[CUSTOMER][NEUTRAL] Uh, for [PII].
[AGENT][NEUTRAL] Yes, I've got her on the line, um, our callback is the one on file.
[CUSTOMER][NEUTRAL] OK, and she's already verified and everything.
[AGENT][NEUTRAL] She is, and could you tell me your name again? I'm sorry I missed it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Free. OK, I'm gonna introduce you and then I'll release the call. Is that OK?
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got [PII] on the line and she's gonna take your payment, OK?
[CUSTOMER][POSITIVE] Thank you. Hi, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Hi, Miss [PII]. How are you doing today?