AccountId: 011433970860
ContactId: a1b8a10e-a3f6-4ff6-bd11-3e96a9c85601
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302019 ms
Total Talk Time (AGENT): 97111 ms
Total Talk Time (CUSTOMER): 112661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/a1b8a10e-a3f6-4ff6-bd11-3e96a9c85601_20250218T16:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Because you want me.
[CUSTOMER][NEUTRAL] Uh, yeah, I was calling, is it possible to pay my uh policy online or over the phone?
[AGENT][NEUTRAL] You pay your premium, so yeah, I can transfer you to the correct department. This is the claims department. What is your name and your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII] and my policy number is 00703855.
[AGENT][NEUTRAL] That was your policy number or your phone number, Mr. [PII]?
[CUSTOMER][NEUTRAL] My policy number
[AGENT][POSITIVE] Give it to me again. I'm sorry.
[CUSTOMER][NEUTRAL] 00703855
[AGENT][NEUTRAL] Right. Could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII]. My mailing address is [PII].
[AGENT][NEUTRAL] Thank you, and what is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Should be well I don't know how long ago I did this, but uh let's try uh [PII].
[AGENT][NEUTRAL] Yes, that's what we have and the callback number is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so you wanna, you're calling to pay on your premium, so hold one moment while I transfer you to customer service so they can better assist you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. Hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Conferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm great, thanks for asking memory. This is [PII]. I'm calling in regards to um a a policyholder who wants to pay on his premium. Do they go to you as an individual policy?
[CUSTOMER][NEUTRAL] Um, uh, what is the policy number? Let me take a look at the method of payment.
[AGENT][NEUTRAL] It's a select dent. It's 703-855.
[CUSTOMER][NEUTRAL] OK, um, they, you will send it to uh group billing.
[AGENT][NEUTRAL] Go to billing.
[CUSTOMER][NEUTRAL] Yes ma'am, um, customer service that have the can't take payments so billing does if they, um, if their mode of payment needs to be changed then you have to send them to us first and then we'd have to send them to billing, but his mode of payment is already set up for direct bill so he's good to to send the billing.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] No problem. Have a good day.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm great, [PII]. Thanks for asking. Are you OK today, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII], this is [PII] in the claims department. I have a Mr. [PII] on the phone. He wants to make a payment on his premium. I contact the customer service, but they told me that I need to contact billing.
[CUSTOMER][NEUTRAL] OK, um, let me pull the policy up.
[AGENT][NEUTRAL] It is 703-855.
[CUSTOMER][POSITIVE] Alrighty, um, now.
[AGENT][NEUTRAL] And I verified all of his information?
[CUSTOMER][NEUTRAL] Alright, let me get the credit card thing pulled up real quick.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like they do that.
[CUSTOMER][NEUTRAL] All right, you can send them to me.
[AGENT][NEUTRAL] His callback number is [PII]. Hold on one moment while I transfer him and thank you and have a good day.
[CUSTOMER][NEUTRAL] You too. I, yeah. This is [PII]
[AGENT][NEUTRAL] Hello, Mr. [PII].
[AGENT][POSITIVE] I'm gonna transfer you over to [PII]. She's gonna assist you better. Thanks for calling APLA have a great day.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] All right, thank you.