AccountId: 011433970860
ContactId: caabf05b-d4f7-4a5d-99ac-5905e38d84df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191570 ms
Total Talk Time (AGENT): 75479 ms
Total Talk Time (CUSTOMER): 50350 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/caabf05b-d4f7-4a5d-99ac-5905e38d84df_20250417T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'd like to pay my insurance, please.
[AGENT][NEUTRAL] OK, yeah, we could take that payment for you. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, I got 4 of them.
[AGENT][POSITIVE] OK, you could just give me the one that's perfectly fine. I'll be able to pull them all.
[CUSTOMER][NEUTRAL] 00626823
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. Well, just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can you verify um [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII] something.
[AGENT][NEUTRAL] OK, alrighty and then um if you would, can you verify the uh mailing address that we've got on file please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that [PII]. Alright, give me just a moment. I'm gonna put you on a brief hold and transfer you to our, uh, billing department they'll.
[AGENT][NEUTRAL] This payment for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Purring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you today?
[AGENT][POSITIVE] Doing good thank you. I've got a member on the line he's just wanting to make a payment on their policy.
[CUSTOMER][NEUTRAL] Sure, do you have the policy number?
[AGENT][NEUTRAL] Yes, ma'am, that is 626823.
[CUSTOMER][NEUTRAL] 626-823, sweetie.
[AGENT][NEUTRAL] 626-823, yes.
[AGENT][NEUTRAL] And we are speaking with uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you and uh did you get a callback number for honey?
[AGENT][NEUTRAL] Yes, that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you can, and I'm talking to [PII]. OK, hon, you can send it to me, OK?
[AGENT][POSITIVE] Alright alright thank you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you, hon.
[AGENT][NEUTRAL] Bye bye.