AccountId: 011433970860
ContactId: a1332844-262e-4993-8ae3-7efaff916663
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455640 ms
Total Talk Time (AGENT): 109975 ms
Total Talk Time (CUSTOMER): 115801 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/a1332844-262e-4993-8ae3-7efaff916663_20250317T13:30_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I will, uh, make a payment. Go ahead. I'm gonna she wants to call.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For uh [PII]
[AGENT][NEUTRAL] OK, and may I have your name and
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] May I have your name? OK, and may I have your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Every code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the policy number for me?
[CUSTOMER][NEUTRAL] Yeah, OK. Yes, yes.
[CUSTOMER][NEUTRAL] 00406899
[AGENT][NEUTRAL] OK. May I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and I need to verify your mailing address and email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. OK, let me go ahead and get um billing department to take your payment. You said you needed to make a payment. OK, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh she said she won't coughing here.
[AGENT][NEUTRAL] Are you supposed to be an out of drive?
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Do you know if you're supposed to be in auto draft? Are we drafting your policy, the [PII] of each month?
[CUSTOMER][NEUTRAL] I don't know. Let me give it to baby.
[AGENT][NEUTRAL] But, but you can't.
[AGENT][NEUTRAL] Mm, let, let me go ahead and check with customer service first and see if that's the case, OK? Um, I see a Union Platters Bank here, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me go ahead and check to make sure this is not active. One moment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] And I'm coming with the coffee.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, Ms. [PII]. OK, so you're not, so I'm gonna go ahead and get the group billing department to make uh to take your payment, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, I can hear you.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] I cannot hear you. I'm gonna.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Oh, now, now I can hear you. Yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sorry, I don't know what and I turned my headset off and turned it back on and I guess that was it. Sorry, this is [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hey, OK, I thought you left. I, I, I lost you again. Um, OK, so I have a member on the line that needs to make a payment for her life policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, sure, what's her policy number?
[AGENT][NEUTRAL] It's 406-899-99.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 406-899-99. I can get it pulled up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you read it to me one more time? I don't think I typed it right.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] It's OK. 406-899.
[CUSTOMER][NEUTRAL] 899. OK, I had one too many nines. I know that didn't look right. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see, so is it, um, Ms. [PII] on the phone?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, I've got her pulled up and I can go ahead and help her with her payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, thank you. Here she comes. Have a good day.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Right. Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, ma'am
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Hi this is [PII] uh how are you doing today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] Hi, are you there?
[CUSTOMER][NEUTRAL] Yes ma'am. Yes ma'am. OK, this is [PII] um I'm gonna be helping you with your payment today um let me make sure I get everything pulled up real quick, um, so I, I do have your policy information here, um, so it looks like your payment is gonna be for $306.20 so let me enter that in.