AccountId: 011433970860
ContactId: 8af6fbd4-aa61-4a69-8083-0445a76ec30d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341100 ms
Total Talk Time (AGENT): 99324 ms
Total Talk Time (CUSTOMER): 134286 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/8af6fbd4-aa61-4a69-8083-0445a76ec30d_20250430T13:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh-huh. So is there a way to pay, uh, your premium online or pay, uh, with you, um, on the phone? Is there a phone option to pay your
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is it's uh for your personal policy or is a group?
[CUSTOMER][NEUTRAL] It's a personal policy. I have uh cancer and heart.
[AGENT][NEUTRAL] OK, um, you can pay over the phone. I just need to check to make sure that uh we can take the payment for that policy because not all policies can be paid over the phone, but I can check if yours can be.
[AGENT][NEUTRAL] Um, um, may I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], first name [PII]
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, then I can grab those right quick.
[AGENT][NEUTRAL] OK, and I just need one.
[CUSTOMER][NEUTRAL] Just one policy OK.
[AGENT][NEUTRAL] Mhm. Yes. Mhm.
[CUSTOMER][POSITIVE] Oh my goodness, and now I just had those.
[CUSTOMER][NEUTRAL] Uh, here we go. Uh.
[CUSTOMER][NEUTRAL] 00758804
[AGENT][NEUTRAL] Mm. Thank you, Miss [PII]. And um for security, may I have your date of birth, mailing address, and email address?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My address is uh [PII]. My email address is [PII].
[AGENT][POSITIVE] Thank you. All right. Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, you can make a payment over the phone. I can go ahead and get you to the correct department to take that payment and there is no extra charge, OK?
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] You're welcome. I'll put you on a brief hold so I can go ahead and transfer you over to the correct department, OK?
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Thank you. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hey, so I'm great. How are you?
[AGENT][NEUTRAL] I'm good. I'm good, thank you. Um, I have a member on the line that would like to make a credit card payment over the phone for her policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Absolutely. Do you have the policy number?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, I do. It's 758804.
[CUSTOMER][NEUTRAL] 7588
[CUSTOMER][NEUTRAL] OK, that's for [PII], is that right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, alright, I'll be glad to help her thank you.
[AGENT][NEUTRAL] You're welcome. And I fully verify her the callback number is the same one in the system, OK?
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] Mhm. You're welcome. Here she comes.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Happy day.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. I got Ms. [PII] on the line. She's gonna assist you with that payment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Hey, good morning, Ms. [PII]. How are you this morning? I'm good. How are you?
[CUSTOMER][POSITIVE] I am doing great, thank you so much for asking. You wanna make a payment on your account, is that correct? Yes, uh-huh, I have two policies.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am. I see that we've got one.
[CUSTOMER][NEUTRAL] For 8940 and that's your cancer policy.
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] And the 5205 for the other so that you're gonna be paying 140, 145.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] You're gonna, you are gonna be paying the full amount?
[CUSTOMER][NEUTRAL] Yes, I'll pay the 14145.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, give me just a moment and I will put that process, OK?
[CUSTOMER][NEUTRAL] OK.