AccountId: 011433970860
ContactId: 933d2a4f-cabb-475a-a305-459675ecb666
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293579 ms
Total Talk Time (AGENT): 117429 ms
Total Talk Time (CUSTOMER): 113759 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/933d2a4f-cabb-475a-a305-459675ecb666_20250103T19:10_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I just came, excuse me, I'm cleaning out some stuff. I came across a bill and I want to make sure that my account is up to date. Do you want the policy number 00646524?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] sorry
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, do you mind verifying your date of birth and your address for me?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK. And would you like to put an email address on file with us?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And how, how do you spell that? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] Yeah [PII], I'm sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and you were calling to see the status of your policy.
[CUSTOMER][NEUTRAL] Yes, it, it should be.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, I'm showing we have, yeah, we didn't receive the premium in September.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEGATIVE] We have not received it yet.
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] I thought I called in October and gave you a credit card and paid for the year.
[AGENT][NEUTRAL] Mm let me check on that.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] to you
[AGENT][NEUTRAL] I don't show.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I show in [PII].
[AGENT][NEUTRAL] You did a credit card payment for 6 months and then in [PII], but I don't show one in October.
[CUSTOMER][NEUTRAL] OK, let me get, let me get my credit card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] The hard part was standing up out of the chair.
[CUSTOMER][POSITIVE] Getting old is wonderful. Yeah, really and truly, not for sissies.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Goodness.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, let's pay 6 months on it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I'm gonna have to transfer you to our billing department who can take that payment for you. Um, is there anything I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The winning lottery numbers.
[AGENT][NEUTRAL] I wished I had those.
[CUSTOMER][NEUTRAL] Everybody, everybody says that when I ask for them.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I know, I, I did, uh, buy a ticket last week or the week before and on out of 5 rows of numbers, I had one number on the whole page that was one of the numbers.
[CUSTOMER][NEUTRAL] That's usually me too.
[CUSTOMER][NEUTRAL] Yeah, that's me too.
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] It couldn't at least be 2 numbers somewhere.
[CUSTOMER][NEUTRAL] I know, I know. Let me get close, you know.
[AGENT][POSITIVE] Alright, OK, let me connect you with the billing department and thank you for calling APL and you have a wonderful day, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you and hold on just a second.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][NEUTRAL] I'm good. I have [PII] off on the phone that's wanting to make a credit card payment.
[CUSTOMER][NEUTRAL] OK, and what is the group number?
[AGENT][NEUTRAL] It is she's not on the group.
[CUSTOMER][NEUTRAL] 00 sorry, it's just the uh.
[AGENT][NEUTRAL] Uh, a credit card payment.
[CUSTOMER][NEUTRAL] Credit card, OK, um, did she give you her policy number?
[AGENT][NEUTRAL] Uh-huh. 646-524.
[CUSTOMER][NEUTRAL] Alright, um, you can go ahead and send her over.
[AGENT][NEUTRAL] OK, and I verified all our information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, thank you, and here she is.
[CUSTOMER][NEUTRAL] Hi, this is