AccountId: 011433970860
ContactId: a11212cf-6e24-4007-947d-840c485c2d32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129160 ms
Total Talk Time (AGENT): 48342 ms
Total Talk Time (CUSTOMER): 26429 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a11212cf-6e24-4007-947d-840c485c2d32_20250220T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. I need to pay my bills.
[AGENT][NEUTRAL] OK, you have coverage with us?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll probably need to get you over to billing. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 6,905,900
[AGENT][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 690,590
[CUSTOMER][NEUTRAL] I have 3
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's your um date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, I'm gonna put you on a brief hold, OK?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, it's Morgan Webb and Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good. I have somebody um on the phone. She's an insured. Her name is [PII].
[AGENT][NEUTRAL] And her policy number is 690,590. I've already confirmed her birth date. She just needs to pay some bills, she said.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][NEUTRAL] OK, do you, do you want our callback number just in case?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] Thank you, I appreciate you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am I needed to pay my policies.