AccountId: 011433970860
ContactId: c5e3e5d9-c177-4794-b3d6-499504ad28dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223850 ms
Total Talk Time (AGENT): 98414 ms
Total Talk Time (CUSTOMER): 80778 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/c5e3e5d9-c177-4794-b3d6-499504ad28dd_20250124T22:32_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, I would like to pay my bill. It's due [PII].
[AGENT][POSITIVE] Oh, OK, yeah, I'd love to help you with that today. And do you have that policy number handy?
[CUSTOMER][NEUTRAL] 000427719
[AGENT][POSITIVE] Thank you very much and may I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII]. I appreciate that. And would you be able to verify just some information for me, please?
[CUSTOMER][NEUTRAL] I hope I can.
[AGENT][NEUTRAL] Thank you, could you verify for me your last name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, thank you, and just a couple other things to verify today is that mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then just the email and phone number on file please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and then just lastly is that phone number my friend?
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. I really appreciate that. And unfortunately I myself cannot take payment, but if you don't mind, I'm gonna put you on a quick hold and get you in touch with someone who can.
[CUSTOMER][NEUTRAL] OK, do I have to go over all these answers again?
[AGENT][NEUTRAL] No, no, once you do it with me, you're all set they'll know that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team. How you doing today?
[CUSTOMER][NEUTRAL] Hey, well.
[CUSTOMER][POSITIVE] Thank God it's Friday.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] We're so close to done. um, hey, I have the sweetest human on the planet on the phone to make a uh make a payment on our policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] Sit on a group.
[AGENT][NEUTRAL] Um, no, it's just her individual cancer policy.
[CUSTOMER][NEUTRAL] OK, what's that number list?
[AGENT][NEUTRAL] Yep, 427-719.
[CUSTOMER][NEUTRAL] 427-719
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] And their name?
[AGENT][NEUTRAL] It was Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] And I verified all her information and her callback number is the one listed on Amtrak.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, I don't know that I have that. Is it the one on the screen [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] All right. I'm ready for it. Thank you so much.
[AGENT][POSITIVE] Oh my pleasure and I'll introduce you when we join if that's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hey, thank you for your patience. I have Miss [PII] on the line and she's gonna be able to help you process payment today and she'll take care of you, OK?
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] My pleasure. You take care.