AccountId: 011433970860
ContactId: 919008d2-6c4b-4cf1-9ae9-4f9b4ba055ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174000 ms
Total Talk Time (AGENT): 48710 ms
Total Talk Time (CUSTOMER): 60832 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/919008d2-6c4b-4cf1-9ae9-4f9b4ba055ab_20250505T13:37_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I would want to pay my bill.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] The policy number is uh one second.
[CUSTOMER][NEUTRAL] 0063.
[CUSTOMER][NEUTRAL] 7822.
[AGENT][NEUTRAL] OK, and, and the name on the policy?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name? You said what name on the policy? The policy name is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right. What is your name?
[CUSTOMER][NEUTRAL] I need [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And Ms. [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][POSITIVE] Yes, you can call me back on this number.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Or if you want the house number.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then can you just verify your address?
[CUSTOMER][NEUTRAL] Take
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much. OK, um, I need to get you transferred over to our billing department. I'll let them know that I've verified your information and then we can take your payment. Is that OK?
[CUSTOMER][NEUTRAL] Yeah, that would be fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] [PII], it's [PII] on the care team. I've got a member on the line that would like to make a payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have the policy number?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, 637-822.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and I've got [PII] on the phone, his spouse.
[AGENT][NEUTRAL] And then I've got a callback number too if you need that.
[CUSTOMER][NEUTRAL] Has this information been verified?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alrighty you can send them on.
[AGENT][NEUTRAL] OK, I'm gonna introduce you and then I'll release it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got [PII] on the line. She's gonna take your payment, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Good morning uh my name is [PII] and I'll be assisting you with that payment. Let me get everything.