AccountId: 011433970860
ContactId: 9c59104d-c090-4190-91f8-b93957a70851
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143460 ms
Total Talk Time (AGENT): 55962 ms
Total Talk Time (CUSTOMER): 53011 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/9c59104d-c090-4190-91f8-b93957a70851_20250305T20:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] Hey, I'm good. How about yourself?
[CUSTOMER][NEUTRAL] Doing alright thank you so I've got someone on the line who's wanting to make a payment on a policy um I've really not run into this before, but she's not listed at all. Can she still just make a payment on an individual policy?
[AGENT][NEUTRAL] Um, I can't give her any information, but if she can give me what she wants to pay in the policy numbers, I don't see why that would be a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I figured, but I really wasn't sure, so OK, um, well I've got that policy number when you're ready.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I mean I did have her verify the name and date of birth of the member but that was pretty much it.
[AGENT][NEUTRAL] Yeah, uh, I'm just trying to get into the site real quick for the payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Hope I spelled that right. Oh God, I didn't.
[AGENT][NEUTRAL] It's not until after you hit enter that you're like, oh maybe I didn't spell that right.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK. Policy number?
[CUSTOMER][NEUTRAL] And it's 493153.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] 4493153.
[AGENT][NEUTRAL] Is that the [PII]?
[CUSTOMER][NEUTRAL] Yes, and we're speaking with uh her name is [PII].
[AGENT][POSITIVE] All right. I'm ready.
[AGENT][NEUTRAL] Page. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. Are you ready for her?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. I understand you're wanting to make a payment on a policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, let's see. She gave me policy number 493153.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And how much were you wanting to pay today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know it's like supposed to be $11 and something between this one and the other policy.
[CUSTOMER][NEUTRAL] That I'm wanting to pay on all the time.
[AGENT][NEUTRAL] I'm so sorry. I'm having trouble hearing.
[CUSTOMER][NEUTRAL] Can you hear me now?