AccountId: 011433970860
ContactId: b20b55ae-6adc-4b17-9e7e-683d18383c16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221559 ms
Total Talk Time (AGENT): 79455 ms
Total Talk Time (CUSTOMER): 72448 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/b20b55ae-6adc-4b17-9e7e-683d18383c16_20250305T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to make a payment on 2 policies for somebody, please.
[AGENT][NEUTRAL] Sure we can take a look at those payments um what was your name?
[CUSTOMER][NEUTRAL] Page
[AGENT][NEUTRAL] Hey [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and you said they were for uh two policies?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, can I have those policy numbers please?
[CUSTOMER][NEUTRAL] Um, the first one is 493.
[CUSTOMER][NEUTRAL] 153.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And who is this policy for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm sorry you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, I don't see you listed under this policy.
[CUSTOMER][NEGATIVE] No, ma'am. I'm not. I'm paying it for somebody.
[AGENT][NEUTRAL] OK, are you able to verify um the date of birth for the number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright [PII], if you would give me just a moment I'm gonna put you on a brief hold and uh transfer you to our billing department they'll be able to take that payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][POSITIVE] Hey, I'm good. How about yourself?
[AGENT][NEUTRAL] Doing alright thank you. So I've got someone on the line who's wanting to make a payment on a policy um I've really not run into this before, but she's not listed at all. Can she still just make a payment on an individual policy?
[CUSTOMER][NEUTRAL] Um, I can't give her any information, but if she can give me what she wants to pay in the policy numbers, I don't see why that would be a problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's what I figured, but I really wasn't sure, so OK, um, well I've got that policy number when you're ready.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I mean I did have her verify the name and date of birth of the member, but that was pretty much it.
[CUSTOMER][NEUTRAL] Yeah, uh, I'm just trying to get into the site real quick for the payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Hope I spelled that right. Hold on, I didn't.
[CUSTOMER][NEUTRAL] It's not till after you hit enter that you're like, oh, maybe I didn't spell that right. OK, policy number?
[AGENT][NEUTRAL] Of course
[AGENT][NEUTRAL] And it's 493153.
[CUSTOMER][NEUTRAL] Alright, let's see here.
[CUSTOMER][NEUTRAL] 4493153.
[CUSTOMER][NEUTRAL] Is that the [PII]?
[AGENT][NEUTRAL] Yes, and we're speaking with uh her name is [PII].
[CUSTOMER][POSITIVE] All right. I'm ready.
[CUSTOMER][NEUTRAL] Page. OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Are you ready for her?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright thank you bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.