AccountId: 011433970860
ContactId: aa8efd88-70a0-41cc-86f4-ac2468db5852
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299359 ms
Total Talk Time (AGENT): 110286 ms
Total Talk Time (CUSTOMER): 127360 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/aa8efd88-70a0-41cc-86f4-ac2468db5852_20250411T21:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Yes, I'd like to pay my premium if I could.
[AGENT][POSITIVE] OK, uh sure, yes, I can assist you with that. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's uh 00745416.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, for security, may I have your date of birth and mailing address on file?
[CUSTOMER][NEUTRAL] Yes, [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And do you still have the email at [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. Let me go ahead and get a representative on the group billing department to take your payment, OK? But I'm gonna go ahead and give them all the information already. So if you don't mind holding for me, I can get a representative to take the payment. You're welcome. One moment. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Great, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APM. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII] how are you? this is [PII].
[CUSTOMER][POSITIVE] No, I am good. How about you?
[AGENT][NEUTRAL] I'm good. I have a member on the line that needs to make a payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see what group number is that?
[AGENT][NEGATIVE] Oh, it's a member. It's an individual cancer.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] What is their policy number?
[AGENT][NEUTRAL] It's 745-416.
[CUSTOMER][NEUTRAL] 416.
[CUSTOMER][NEUTRAL] Let me just get locked in here real quick.
[CUSTOMER][NEUTRAL] And what's their name? Oh, darn my password didn't take hold on a second.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, very good. What was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, I'm ready for when oh callback number.
[AGENT][NEUTRAL] Um, it's the same one in the system, I believe. Let me go ahead and pull it up again. Uh, I think I, yeah, if I'm not mistaking it is, let me see, 221 26, yeah, it is 7120.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right. Thank you so much. I'll take it. Yes, ma'am.
[AGENT][POSITIVE] OK, you ready for it? You're welcome. All right. Thank you. Have a good afternoon and happy weekend.
[CUSTOMER][POSITIVE] You too. Thank you, you too.
[AGENT][POSITIVE] Thank you. Thank you. Thank you for holding and being patient for you, Ms. [PII]. I got Miss [PII] on the line and she's gonna assist you with that payment. She's gonna take the payment from you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. Oh, OK, thank you.
[AGENT][POSITIVE] You're welcome. You're welcome. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. You're welcome.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] in the billing department. I understand you're wanting to make a payment on your policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Awesome. How much would you like to pay today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a bill that says the amount due is $45.60.
[CUSTOMER][NEUTRAL] 60 cents. All right. I just wanna confirm with you, she gave me the policy number 745416.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, and the charge of $45.60. I'm ready for that card number whenever you are. Oh, OK. It is [PII].