AccountId: 011433970860
ContactId: 9c7afa7c-35d5-4041-bfd4-5d6f91363371
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259850 ms
Total Talk Time (AGENT): 86360 ms
Total Talk Time (CUSTOMER): 58992 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/9c7afa7c-35d5-4041-bfd4-5d6f91363371_20250407T18:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, I was wondering if I could pay my um bill over the phone.
[CUSTOMER][NEUTRAL] With my credit card?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, ma'am. Let me look and see um how the policy is set up, but that is an option I can definitely help you with. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII], um [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number 01197754.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was 01197754?
[AGENT][NEUTRAL] Here we go. OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I'm here in your policy. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, mailing address [PII], and email [PII].
[AGENT][NEUTRAL] Alright, thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And yes, ma'am, um, you can make a payment over the phone with group billing. Do you mind if I place you on just a brief hold so I can get a representative for you?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're very welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[AGENT][NEUTRAL] Hello, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So it looks like group billing and a few other departments are in their team meeting. Um, I have sent them over an urgent request to give you a call after the meeting is done to um go ahead and help you process your payment, um, but that's the reason we're we're unable to get to them because they're, they're in their team meeting.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so they'll call me back, right?
[AGENT][POSITIVE] Yes, and I did send it urgent for you, so we will definitely be today. I believe the meeting is over at [PII] and that's central time, um, but I did make it urgent for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it. That's it. Thanks.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too alright bye.
[AGENT][NEUTRAL] Bye bye.