AccountId: 011433970860
ContactId: 9e017e69-dc35-4e92-9ce5-089399cea845
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318640 ms
Total Talk Time (AGENT): 62098 ms
Total Talk Time (CUSTOMER): 75392 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/9e017e69-dc35-4e92-9ce5-089399cea845_20250204T16:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, this is [PII]. I'm calling. I overlooked a bill that was should have been paid in January. It's my dental bill.
[AGENT][POSITIVE] All right, [PII], I'm happy to help. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do 00615310.
[AGENT][POSITIVE] Alright, thank you so much. Give me just one second, let me pull this up here.
[AGENT][NEUTRAL] And then [PII], if I could just get your date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else
[AGENT][NEUTRAL] And just your address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let me get somebody on the line over in billing and then they can go ahead and take that payment from you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][POSITIVE] Very good at billing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care this morning. How are you?
[CUSTOMER][POSITIVE] Hey, I'm doing good how are you?
[AGENT][NEUTRAL] I'm good. I have an insured on the line and she needs to make a payment on her policy.
[CUSTOMER][NEUTRAL] OK, let's see. What is her policy number?
[AGENT][NEUTRAL] It is gonna be 615-310.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Should be for Miss [PII].
[CUSTOMER][NEUTRAL] All right, yes. OK, got her pulled up, um, and so all of her information has been verified and is what's her callback number?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, she has been verified. Her call back is [PII].
[CUSTOMER][POSITIVE] OK, I got it and I'm ready for.
[AGENT][POSITIVE] OK, here she comes. Thank you.
[CUSTOMER][POSITIVE] OK. Uh-huh, thank you.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Ms. [PII]? Yes, uh huh.
[CUSTOMER][NEGATIVE] Hi Ms. [PII], how are you doing today? Yeah, it's fine. I'm just so sorry. I'm 5 days late. I think I'm paying this. I just overlooked.
[CUSTOMER][NEUTRAL] That's OK, um, you have a grace period, so we can go ahead and get that taken care of for you. So let's see, your payment is gonna be for 19,920, um.