AccountId: 011433970860
ContactId: a3bff8b7-9ebd-4077-8dfa-7870c9876125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182399 ms
Total Talk Time (AGENT): 81914 ms
Total Talk Time (CUSTOMER): 69221 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/a3bff8b7-9ebd-4077-8dfa-7870c9876125_20250106T16:35_UTC.wav
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[AGENT][POSITIVE] Morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I want to um make an online or on phone payment place for my account.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes ma'am, I do it's uh 719328.
[AGENT][NEUTRAL] Thank you. And do you mind verifying your name, date of birth, and current mailing address?
[CUSTOMER][NEUTRAL] No, my name is [PII]. Uh, my address is [PII].
[AGENT][NEUTRAL] All right, thank you. What about your email and phone number, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, my um email address is [PII].
[CUSTOMER][NEUTRAL] And what else did you need my phone number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you, ma'am.
[AGENT][NEUTRAL] And you are wanting to pay your premium with the credit card online?
[AGENT][NEUTRAL] I mean, on the phone.
[CUSTOMER][NEUTRAL] Yes, ma'am, if I could, my.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, on a debit, a debit card.
[AGENT][POSITIVE] Alright, well it would be my our pleasure to assist you. I do need to transfer you to a representative that can process that payment. Would that be OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll be fine thank you.
[AGENT][POSITIVE] All right, thank you and stay warm, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you and [PII].
[AGENT][POSITIVE] Happy [PII] to you too. Bear with me just one moment, please. Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] Hey, [PII]. I'm good. How are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. I have got an insured that wants to make a payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, sure. What is the policy number?
[AGENT][NEUTRAL] 719328.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] And I verified all of her information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I think I've got it.
[AGENT][POSITIVE] Alright, if you'll hold just a minute, let me get her on the line and her callback number is the one in the system. Everything's everything's right. I like it like that.
[CUSTOMER][POSITIVE] OK, perfect. I'm ready. I know.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you, [PII]. Have a great day. One moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, Ms. [PII] I have [PII] on the line. She's going to process that payment for you. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you so much. You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in billing. How are you doing?
[CUSTOMER][NEUTRAL] I'm fine how are you doing?