AccountId: 011433970860
ContactId: b246cbd0-9dac-457b-a5ac-82cc4548f603
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166130 ms
Total Talk Time (AGENT): 49060 ms
Total Talk Time (CUSTOMER): 34145 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b246cbd0-9dac-457b-a5ac-82cc4548f603_20250408T18:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling.
[AGENT][NEUTRAL] [PII]. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello? Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII]. Um, I have a
[CUSTOMER][NEUTRAL] 4 policies there with you all. I don't have my policy number, but um
[CUSTOMER][NEGATIVE] I need to check on a payment that has not come out of my account.
[AGENT][NEUTRAL] OK, Ms. [PII], so you want, is this for a premium payment that you're checking on?
[AGENT][NEUTRAL] It's not been drafted, is that correct?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Correct, right.
[AGENT][POSITIVE] OK, yes, ma'am. I can help you with this or I can partially help you with it. Uh, so first off, what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And you said you do not have your policy number, is that correct?
[CUSTOMER][NEUTRAL] No, I don't have it.
[AGENT][NEUTRAL] OK. All right, what is the, are you the subscriber O?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is your full social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to get your information pulled up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, just one moment please.
[AGENT][NEUTRAL] OK, and Miss [PII], which, OK, so first off I'll need to verify some information with you for security.
[AGENT][NEUTRAL] So first off, if you could please verify your date of birth.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah.