AccountId: 011433970860
ContactId: 9e2f2486-11d3-4c02-adc0-546deea1f2d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209919 ms
Total Talk Time (AGENT): 68787 ms
Total Talk Time (CUSTOMER): 78935 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/9e2f2486-11d3-4c02-adc0-546deea1f2d4_20250613T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], um, and I needed to make a payment on my life insurance because it, um, I don't have the money in my account and the bank sent the payment, like they refused the payment, but I do have it. It's just on another bank account.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] No worries, I could take that payment for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yes, it's 251.
[CUSTOMER][NEUTRAL] 769.
[CUSTOMER][NEUTRAL] 0266
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Oh, no, I don't actually.
[CUSTOMER][NEUTRAL] Um, I don't even have the paper with it on there.
[AGENT][NEUTRAL] Um, that's OK.
[AGENT][NEUTRAL] Sure, uh, let's see, I can start using your social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm so sorry it kind of cut out there. I heard [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] It was a payment of $4.76.
[AGENT][NEUTRAL] Let's see, OK, I did get you pulled up, uh, just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. Looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that. OK, [PII], give me just a moment. I'm gonna put you on a brief hold and transfer you to our billing department they'll be able to take that payment for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][POSITIVE] Good, it's fine.
[AGENT][NEUTRAL] I hear you.
[AGENT][NEUTRAL] Um, well, I've got a member on the line. He's just needing to make a payment on her policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] The policy number?
[AGENT][NEUTRAL] That is 494-599.
[CUSTOMER][NEUTRAL] OK, um, and who are we speaking with?
[AGENT][NEUTRAL] We are speaking with [PII].
[CUSTOMER][NEUTRAL] OK, and that's a callback number, uh, the one that's on the screen, the [PII]?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, uh, you can go ahead and send her over.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm bye.