AccountId: 011433970860
ContactId: dad74991-8c05-4bd3-89fe-5b8683b8195b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243800 ms
Total Talk Time (AGENT): 94220 ms
Total Talk Time (CUSTOMER): 91495 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/dad74991-8c05-4bd3-89fe-5b8683b8195b_20250210T15:49_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is um [PII], ma'am. I'm, I'm wondering if I could pay my premium over the phone.
[AGENT][NEUTRAL] OK, yes, I can check and see how is your policy, and may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 00439323
[AGENT][POSITIVE] Thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] OK. And for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII]. My email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mm perfect. And may I have the mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, perfect. Thank you. Um, yes, Ms. [PII], you can do a over the phone payment. um there's no additional fee, and it has to be with either a credit card or debit card. Is that OK?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, let me go ahead and get um the billing department on the line to take that payment for you, OK? One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a member on the line that she needs to make a credit card payment for her policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number is 439323.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Just give me one second, let me log in here real quick.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I could get my hands to tight.
[AGENT][NEUTRAL] I know it's Monday. Yeah, and it's cold, so I don't know what's going on.
[CUSTOMER][NEUTRAL] Monday.
[CUSTOMER][NEUTRAL] Oh, I put the wrong password in. Oh, it is because I spelled public wrong, good gravy.
[AGENT][NEUTRAL] It's definitely Monday
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it's logged in. Let's see. OK, what's the name?
[AGENT][NEUTRAL] Um, it's gonna be for Ms. [PII], the policy, I already gave you the policy, right? 439-323. OK, yes, mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mhm. OK. All right. I'm ready for whenever you're ready.
[AGENT][NEUTRAL] OK, here she comes. I fully verify her and the callback number is the same one in the system, OK?
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] You're welcome
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I have Miss [PII] on the line. She's in the group billing department. She's gonna assist you with the payment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], how are you this morning? I'm good thank you. Understand you're wanting to make a payment on your policy? Yes. All right, what are you wanting to pay this morning?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me give you the policy number.
[CUSTOMER][NEUTRAL] Oh, she gave it to me. Is it 439-323?
[CUSTOMER][NEUTRAL] Yes, $27. OK.
[CUSTOMER][NEUTRAL] All right.