AccountId: 011433970860
ContactId: b5d6f028-7c96-46ac-902b-b7a96570780b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401570 ms
Total Talk Time (AGENT): 226422 ms
Total Talk Time (CUSTOMER): 108474 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/b5d6f028-7c96-46ac-902b-b7a96570780b_20250310T20:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hire.
[CUSTOMER][NEUTRAL] I just recently got my bill and I don't think it's gonna make it there online, so I need to pay online.
[AGENT][NEUTRAL] OK, so you're wanting to pay over the phone?
[CUSTOMER][NEUTRAL] Yeah, I'm sorry I said online over the phone.
[AGENT][NEUTRAL] OK, so you're, you're the insured and you're just wanting to make a payment over the phone on your account, is that correct? Yes, ma'am, well I can partially help you with that. What I'm gonna have to do is to pull up your policy information, verify several things with you for security, and then I can get you connected to someone who will be able to process your payment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, it's 0 I mean 602.
[AGENT][NEUTRAL] Oh, OK, so what.
[AGENT][NEUTRAL] OK, first off, um, who am I speaking? Well, let's, who am I speaking with first off?
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and now your policy number please Ms. [PII].
[CUSTOMER][NEUTRAL] 602187
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so Ms. [PII], first off, as I explained to you, we will need to verify several things, um, for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then also your home mailing address please Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] You be
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and the last piece of information to verify is your email address?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much Ms. [PII] and uh one question before I connect you with someone who is able to process your payment. Have you ever set up your profile, Miss [PII] in the APL online service center? Now you can't make your that's our portal. You can't make your premium payments through the portal, but it does give you access to your information online.
[CUSTOMER][NEUTRAL] I haven't done it.
[AGENT][NEUTRAL] OK, I will email you the user guide with the instructions on how to go about setting that up if you decide that you would like to do that, and the email that you're gonna receive will come from [PII]. [PII], yes, mhm, [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] And I will put APL in the subject line for you, Ms. [PII], so that that's easy to recognize. It shouldn't go to your junk folder, but if you don't see it in your inbox within just the next, you know, few minutes, I would check that and again it will be from [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, well, can I help you with anything else before I connect you over to with someone to process your payment?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well thank you so much then for calling APL and I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Yes ma'am thank you bye bye. One moment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[AGENT][NEUTRAL] Well, hey [PII], it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] Crazy, but I'm OK.
[AGENT][POSITIVE] Yeah, yeah, it's going around today, I promise you.
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Um, well, I have an insured on the line who is wanting to pay her premium over the phone.
[CUSTOMER][NEUTRAL] OK, and who is it?
[AGENT][NEUTRAL] Um, this is going to be for Miss.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number is 602187.
[CUSTOMER][NEUTRAL] And a good call back number?
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] It should be the one you see on the screen that is the same as the one that we have well actually.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] No, the one that she's calling from and that's in the system is [PII]. It is the one in Lyon. It's the one she gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] what now?
[AGENT][NEUTRAL] Let me get back to the screen. Her phone number is [PII].
[AGENT][NEUTRAL] And she is fully verified.
[CUSTOMER][NEUTRAL] And she's wanting to make a payment?
[AGENT][POSITIVE] That is correct, yes ma'am.
[CUSTOMER][NEUTRAL] I can help her with that. Let me get to that screen.
[CUSTOMER][NEUTRAL] 60218.
[AGENT][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, you can send Ms. [PII] on.
[AGENT][NEUTRAL] All right then. Are you ready for it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] She's so, oh, I was like, uh [PII], but you are.
[CUSTOMER][NEUTRAL] Uh, I.
[AGENT][POSITIVE] Hey, it's good. We had a laugh at the end of the day, [PII], that's good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep, yep, yep. OK, so I wanna ask you this one more time then. Are you ready for Ms. [PII]?
[CUSTOMER][NEUTRAL] I, I am ready for Miss, Ms. [PII].
[AGENT][POSITIVE] OK, well that, well, thank you so much and you have a great evening, OK?
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][POSITIVE] Thank you too. Bye bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.