AccountId: 011433970860
ContactId: 9508ca1c-e7da-46e4-ba97-bb045402f011
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164210 ms
Total Talk Time (AGENT): 56357 ms
Total Talk Time (CUSTOMER): 46860 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9508ca1c-e7da-46e4-ba97-bb045402f011_20250505T21:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Ma'am, I was wondering if I could make a uh over the phone payment.
[AGENT][NEUTRAL] Um, you were needing to make a payment for your premium?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, we can take that for you um what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's um.
[CUSTOMER][NEUTRAL] 00439323
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] All right, I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. Uh, looks like it is a BellSouth account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for verifying all of that, Miss [PII]. Alrighty, give me just a moment. I'm gonna put you on a brief hold while I reach out to our, uh, billing department we can take that payment for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing alright thank you. I've got a member on the line who's just wanting to make a payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, do you have the policy number?
[AGENT][NEUTRAL] That is 439-323.
[AGENT][NEUTRAL] And we are speaking with [PII].
[CUSTOMER][NEUTRAL] 439323.
[CUSTOMER][POSITIVE] Alrighty send her on.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][POSITIVE] You're welcome.