AccountId: 011433970860
ContactId: dcc3b05a-d117-4189-8170-69cd53d0c26a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129929 ms
Total Talk Time (AGENT): 59569 ms
Total Talk Time (CUSTOMER): 49146 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/dcc3b05a-d117-4189-8170-69cd53d0c26a_20250121T22:32_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] How are you doing today? I was trying to make
[AGENT][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] I'm trying to make sure, uh, I can't remember if uh my premium was due this month I think it was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure I want like
[AGENT][POSITIVE] Sure, I can help you with your premium. Can you give me your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your um callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, I think it's 00774986.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, [PII]. Email [PII]. Addres [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying that information for me. OK, so looking at your policy.
[AGENT][NEUTRAL] It looks like that you'll need to it needs to um be paid.
[AGENT][NEUTRAL] The date it's paid to is [PII], so [PII] you'll have to have your payment in.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, OK, alright, that's what I was trying to see. OK, well I appreciate it.
[AGENT][POSITIVE] Yes, OK, you're very welcome. Thank you for calling APL Cornelius. You have a blessed week.
[CUSTOMER][POSITIVE] Uh, you too. Thanks.
[CUSTOMER][POSITIVE] Yes, ma'am. You too.
[AGENT][NEUTRAL] Um, bye-bye.
[CUSTOMER][NEUTRAL] Bye.