AccountId: 011433970860
ContactId: 9e6f0c66-4af1-4f46-b067-01514651e133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180119 ms
Total Talk Time (AGENT): 39331 ms
Total Talk Time (CUSTOMER): 55390 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/9e6f0c66-4af1-4f46-b067-01514651e133_20250513T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was calling. I, I was wanting to make a payment on my account. Can I do that by phone?
[AGENT][NEUTRAL] Yes, you can. One moment.
[AGENT][NEUTRAL] Can I get your name?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I get your policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 00703855.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] it.
[AGENT][NEUTRAL] Give me just one moment to look that up.
[CUSTOMER][NEUTRAL] Yeah man yeah.
[AGENT][POSITIVE] Are you having a good day so far?
[CUSTOMER][POSITIVE] Well, not too bad.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] And can I get you to verify your mailing address?
[AGENT][NEUTRAL] In your email and phone number.
[CUSTOMER][NEUTRAL] 33
[CUSTOMER][NEUTRAL] [PII] [PII]. My phone number is [PII].
[AGENT][POSITIVE] Thank you so much, [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Give me just a moment and I'll help get that to where you can pay over the phone.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me one moment and I will transfer you to billing so that you'll be able to pay that over the phone, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. One moment.