AccountId: 011433970860
ContactId: b4f007d4-103a-464e-9619-93efd7ed3476
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118269 ms
Total Talk Time (AGENT): 60788 ms
Total Talk Time (CUSTOMER): 50897 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b4f007d4-103a-464e-9619-93efd7ed3476_20250204T13:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, good morning. My name is [PII], and I am calling to, um, let you know I'm mailing a check on. I just found my bill and it was due.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh let's see what do you need from me before we go into my policy number.
[AGENT][NEUTRAL] Yes ma'am, your policy number, yes ma'am.
[CUSTOMER][NEUTRAL] 00764668
[AGENT][POSITIVE] Thank you, Ms. [PII], let's see.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Can you verify your date of birth for me please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your address and your email address?
[CUSTOMER][NEUTRAL] My address is [PII] and um we changed email address. I don't know which one you have, but it should be [PII] or [PII].
[AGENT][POSITIVE] OK, we have the [PII], and that's the right one.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK, alright, and then we have, um, it looks like we have a different phone number on file than the one you're calling from. Can you give, um, just provide your
[CUSTOMER][NEUTRAL] It's probably my cell phone [PII].
[AGENT][NEUTRAL] Yes ma'am, that's what we have on file, is that OK?
[CUSTOMER][NEUTRAL] Yeah, I'm calling you on my work phone.
[AGENT][NEUTRAL] OK, sure, no problem. Um, so I have your information pulled up, Miss [PII], and I understand that you're, um, going, gonna go ahead and send that payment for your policy and you just wanna see how that.
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] It's check number 2180 and that will go in the mail today.
[AGENT][NEUTRAL] Yeah. OK. I will notate your policy, um, and that should be fine. Um, you do have a grace period, so I'll go ahead and just notate your policy that that payment is on the way, um, and there shouldn't be with that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.