AccountId: 011433970860
ContactId: a1740b4e-6428-4909-9ae3-aa4bb27fb0f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123839 ms
Total Talk Time (AGENT): 39370 ms
Total Talk Time (CUSTOMER): 36259 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/a1740b4e-6428-4909-9ae3-aa4bb27fb0f3_20250527T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] Doing alright, thank you. Um, I've got a member on the line who's wanting to make a payment on their policy.
[AGENT][NEUTRAL] Um, let me make sure that system is working because some of our other ones are not.
[CUSTOMER][NEGATIVE] I know everything is so out of whack today.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 01767827.
[AGENT][NEUTRAL] OK, hang on. I say, say that again.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 76
[CUSTOMER][NEUTRAL] 782 7.
[CUSTOMER][NEUTRAL] And we've got a part two on the line.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] All right, this will need to go to customer service first because the policy is lapsed.
[CUSTOMER][NEUTRAL] OK, um, well it does look like they disconnected anyway, so.
[AGENT][NEUTRAL] Yeah, if they call back, uh, customer service will need to get involved first to make sure that we can even reactivate the policy, um, and then if they can reactivate it then billing can take the payment.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][POSITIVE] Alrighty, got it. I appreciate your help thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] OK.