AccountId: 011433970860
ContactId: bc39c96f-63c2-40f4-840b-5f01d8d7564e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215960 ms
Total Talk Time (AGENT): 63560 ms
Total Talk Time (CUSTOMER): 110858 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/bc39c96f-63c2-40f4-840b-5f01d8d7564e_20250311T19:03_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Did you say [PII]? What, what was your name, honey? What is
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Hey, [PII]. Oh, hi. My name is [PII] and um
[CUSTOMER][NEUTRAL] Let me see, [PII], I mean this we need to pay a bill.
[CUSTOMER][NEUTRAL] Um, a premium.
[CUSTOMER][NEUTRAL] Payment
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Um, it's a quarterly payment, and I, I was on hold yesterday for a long time and then I chose to call me back and nobody ever called back.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, [PII]. And so, so you're calling to make a premium payment?
[CUSTOMER][NEUTRAL] So here I am again.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] got me online yesterday or on the phone, but.
[CUSTOMER][NEGATIVE] I was having trouble with my one.
[AGENT][NEUTRAL] OK, you've actually reached the claims department. Let me get you over to the billing department so they can assist you if you don't help.
[CUSTOMER][POSITIVE] Thank you so much. I'm sorry.
[CUSTOMER][NEUTRAL] OK, yeah, maybe we pushed the right button yesterday. Oh well.
[AGENT][NEUTRAL] OK, no problem. One moment.
[CUSTOMER][POSITIVE] Oh, you are sweet. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I'm sorry. Just in case they ask, what company are you calling from?
[CUSTOMER][NEUTRAL] I'm, I'm calling personally um it's, uh, let me see.
[CUSTOMER][NEUTRAL] It's just a quarterly payment on.
[CUSTOMER][NEUTRAL] Whatever we're paying for um.
[CUSTOMER][NEUTRAL] Some kind of insurance.
[AGENT][NEUTRAL] OK. Let me get the policy number so I can pull it up for them.
[CUSTOMER][NEUTRAL] American Public
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] OK, I don't know. I've got all these bills sitting here and.
[CUSTOMER][NEUTRAL] I've been, you know, having a colonoscopy and all sorts of things, so I'm like, oh my [PII]. Um.
[CUSTOMER][NEUTRAL] Trying to get to it, the policy 00998.
[CUSTOMER][NEUTRAL] 115
[AGENT][NEUTRAL] And please verify your name again, your first and last name, and your date of birth.
[CUSTOMER][NEUTRAL] We're in [PII].
[CUSTOMER][NEUTRAL] OK. [PII] Um my date of birth is [PII] and
[CUSTOMER][NEUTRAL] What else do I need to tell you?
[AGENT][NEUTRAL] Um, please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] You said something else.
[CUSTOMER][NEUTRAL] Oh, it's, it's probably mine on there. [PII].
[AGENT][POSITIVE] OK. Thank you. That's the information I need. Mm.
[CUSTOMER][NEUTRAL] I have an email too.
[CUSTOMER][NEUTRAL] Yeah, that was my old one.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] in the Midland Claims Department. I have a um member on the line. She said that she's calling to make a premium payment.
[AGENT][NEUTRAL] For her policy. Her policy number is 00998115, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Here she is. Thank you.
[CUSTOMER][NEUTRAL] Uh