AccountId: 011433970860
ContactId: a6ee9002-a610-4e37-80c2-e1d306c3ec9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 497410 ms
Total Talk Time (AGENT): 141277 ms
Total Talk Time (CUSTOMER): 46399 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a6ee9002-a610-4e37-80c2-e1d306c3ec9c_20250513T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from APL the care team. I have a [PII] online or on the phone, and he is wanting to make a payment on his policy. His policy number is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 007.
[CUSTOMER][NEUTRAL] 03
[CUSTOMER][NEUTRAL] 855 and we've done all the verification.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Alright, now, OK, billing that takes the payments, uh, customer service that do the payments, but let me make sure he is one that can make a payment for I have you send him over there, um.
[AGENT][NEUTRAL] 703855. [PII].
[AGENT][NEUTRAL] Sorry, yes, OK, he needs to go to the billing department to make his payments if.
[AGENT][NEUTRAL] I don't if I they put him in mode 2 or not.
[AGENT][NEGATIVE] Yeah, uh oh crap. I don't.
[AGENT][NEUTRAL] Let me ask, let me ask somebody.
[AGENT][NEUTRAL] Cause I know they take the payments, not us, you know, um, I can get my screen to pull up.
[AGENT][NEUTRAL] What is her name? [PII], yeah.
[AGENT][NEUTRAL] Oh my [PII], if she had a meeting, she's busy.
[AGENT][NEUTRAL] My phone if they are our mode of payment payment 3.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Should I change it to 2?
[AGENT][NEUTRAL] And then have the call sent.
[AGENT][NEUTRAL] To Billy.
[AGENT][NEGATIVE] I should not answer me.
[AGENT][NEUTRAL] Let's see on that screen, uh, they can make the payment as long as they are not on a group bill. OK, so he needs to go to, um, to just send you the billing, honey, and they'll take the payment information, OK.
[AGENT][NEUTRAL] [PII], I mean, uh, [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mr. [PII],
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII], I mean, not [PII].
[AGENT][POSITIVE] Goodness.
[AGENT][NEUTRAL] What happened?
[AGENT][NEUTRAL] I you know
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mr. [PII]?
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] The music stopped playing, but ain't nobody came on.
[AGENT][NEUTRAL] Can you hear me, sir?
[CUSTOMER][NEUTRAL] Yes, I can hear you.
[AGENT][NEUTRAL] OK, I'm sorry, I thought they transferred you to billing for assistance, um.
[CUSTOMER][NEUTRAL] That I was supposed to be, uh, uh, you know, I want to make a payment. I think so. I was going to make a payment on my uh account.
[AGENT][NEUTRAL] You were supposed to be.
[AGENT][NEUTRAL] OK, sir, let me place you through to billing. Give me just a second, please.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. I have a call that was just transferred to me for somebody to make a payment um on their policy and apparently Care team verified the information.
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][NEUTRAL] Yeah, do you have any
[AGENT][NEUTRAL] Yeah, his policy number is 703-855.
[CUSTOMER][NEUTRAL] Information?
[AGENT][NEUTRAL] That's for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright you can send them to me.
[AGENT][POSITIVE] All right. Thank you, dear.