AccountId: 011433970860
ContactId: c67e2e16-572c-4568-9649-015aeac66088
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369179 ms
Total Talk Time (AGENT): 113118 ms
Total Talk Time (CUSTOMER): 138875 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/c67e2e16-572c-4568-9649-015aeac66088_20250331T15:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I am trying to pay my bill and I've got, I, I'm not sure if I've got a correct thing or not. I just, my email is [PII]. I've got two sisters in the hospital. I'm just having a rough time with this. I apologize. Um, I'm trying to pay my bill. I got an email on [PII] that I just pulled from my junk mail giving me uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A code verification code, um.
[CUSTOMER][NEUTRAL] And we are new with this insurance, so I'm not sure all of this stuff my, my sister had breast, found out she had breast cancer in February, so I've been all over the place. And my other sister already had breast cancer, so there's 2 and 2 of us now, but um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm just.
[CUSTOMER][NEUTRAL] Having a hard time with this, um, so I have, OK, I have, I just found this email when I was going through here so I'm not sure if this.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I thought we had this stuff on um auto pay and obviously I was incorrect but that is OK. I can get it taken care of. I just need to I'm checking this code to see if it worked.
[CUSTOMER][NEUTRAL] If it will work now because she sent it.
[CUSTOMER][NEUTRAL] Um, last week, let me see.
[AGENT][NEUTRAL] Yeah, I don't know.
[CUSTOMER][NEGATIVE] Because I keep clicking on it and telling it to send me an email, send me an email, but it's not doing it to me, so I'm not sure who it's sending it.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, I mean, I can get you the verification code if you need it, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I, OK, that's great because I'm on the verification thing now, um.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] My email is [PII] and my what what do you need from me?
[AGENT][NEUTRAL] What is the what is the policy number?
[CUSTOMER][NEUTRAL] The numbers or whatever.
[CUSTOMER][NEUTRAL] The policy number is 26938.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then, what is the name on the policy?
[CUSTOMER][POSITIVE] It is one stop lighting and fiber.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Pull this up here one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get your first name, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] OK, so here is the verification code. Um, it's a little long. I'm gonna read it to you, um, I'm gonna read it to you phonetically, and it is case sensitive, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So first is a [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] A [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], and there's 2 of those.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] After [PII], it's a [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then a [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That should be it.
[CUSTOMER][NEUTRAL] Is that it?
[AGENT][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] OK, let me try that. OK, yep, I did it. OK, thank you so much.
[AGENT][POSITIVE] Yay
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thank you. I'm hoping I'm able to pay this thing right now and.
[CUSTOMER][POSITIVE] I'm not have any issues with that.
[AGENT][NEUTRAL] I think yeah, once you get in there and everything, you may have to upload some um bank information, I believe. Let's see.
[AGENT][NEUTRAL] Uh, payment information, but aside from that, yeah, you should be able to.
[CUSTOMER][POSITIVE] OK, well that sounds good thank you so much for your help.
[AGENT][POSITIVE] Yeah, not a problem. Anything else I can do for you?
[CUSTOMER][POSITIVE] Uh, that will be all, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.