AccountId: 011433970860
ContactId: 97a5ee6f-4442-4c63-b38d-ac6703845115
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244279 ms
Total Talk Time (AGENT): 52146 ms
Total Talk Time (CUSTOMER): 78425 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/97a5ee6f-4442-4c63-b38d-ac6703845115_20250522T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I want to make a payment on my account.
[AGENT][NEUTRAL] OK, I can help you with payment. um, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] And do you have your policy number with you, [PII]?
[CUSTOMER][NEUTRAL] I do. It's 00637237.
[AGENT][NEUTRAL] OK. Give me one moment.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And [PII], can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And your address and phone number that we have on file?
[CUSTOMER][NEUTRAL] My um address on file is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the phone number that we have?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me just a second.
[AGENT][POSITIVE] Alright, I'm gonna go ahead and transfer you to group billing uh they'll be able to help get that phone payment for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII]. My name is [PII] with the care team.
[CUSTOMER][NEUTRAL] My name is with the.
[AGENT][NEUTRAL] I have a Miss [PII] on the phone and she wants to make a payment.
[CUSTOMER][NEUTRAL] Having a steady rep on the phone and she wants to make up payment.
[CUSTOMER][NEUTRAL] Study web and is she an individual or is she calling with the group?
[AGENT][NEUTRAL] Individual.
[CUSTOMER][NEUTRAL] Individual. OK, what's your policy number?
[AGENT][NEUTRAL] 63
[AGENT][NEUTRAL] 72
[AGENT][NEUTRAL] 37.
[AGENT][NEUTRAL] And she has been verified.
[CUSTOMER][NEUTRAL] Alright, and, uh, give me one second, let me get the Clover pulled up and then you can send her over.
[CUSTOMER][NEUTRAL] Alright, you can go and send her over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], are you with me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I have someone from billing who'll be able to help you make that payment, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK thank you. OK, thank you.
[AGENT][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Great day. You too.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you doing today?
[CUSTOMER][NEUTRAL] Fine, how are you? I'm doing well. So I understand you were calling uh to make your um quarterly payment of 192.