AccountId: 011433970860
ContactId: cbf1a3bc-0cf9-4139-b228-eb930043159e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178600 ms
Total Talk Time (AGENT): 86858 ms
Total Talk Time (CUSTOMER): 46745 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/cbf1a3bc-0cf9-4139-b228-eb930043159e_20250106T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I was gonna see if I could uh pay a bill over the phone please.
[AGENT][NEUTRAL] OK, now you have the claims department, but let me have your policy number and I can get you to the right area.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it's uh 00733747.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And Mr. [PII], give me your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] All right. And what's your date of birth and mailing address, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, what about your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you, and you're calling about trying to pay your premium, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's a semiannual.
[AGENT][NEUTRAL] OK, OK, that'll be customer service. So I'm gonna transfer you over to customer service and let you speak to one of their representatives, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, do you have any questions for the claims department?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] All right, don't hang up and I'm gonna get someone in customer service. Hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], I have Mr. [PII] on the phone. His callback number is [PII]. I verified all his information. His policy number is 00733747, and he's calling about his premium. He want to know, can he pay a
[AGENT][NEUTRAL] Premium over the phone, so I was gonna let customer service determine how he needs to pay his premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Ms. [PII], yeah, he can pay it over the phone. Billing has to take the payment though. We can't take the payment.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, well, see, I didn't know who he go to, so yeah, you just have to get it straight, so I'm, I'm gonna transfer him over to you to you all, and then you can get him to where he needs to go, OK.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.