AccountId: 011433970860
ContactId: ddd1838e-421d-4fd7-b1cc-43e472ad51ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249270 ms
Total Talk Time (AGENT): 96223 ms
Total Talk Time (CUSTOMER): 78017 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/ddd1838e-421d-4fd7-b1cc-43e472ad51ab_20250103T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm calling to make a payment.
[AGENT][NEUTRAL] OK, um, I can help you with payment. Can you please give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] [PII], I don't have that in hand. Can you pull it up by my social?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Absolutely. What is, what is your social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look for your policy real quick.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Here I'm looking for your policy.
[CUSTOMER][NEUTRAL] Oh why
[AGENT][NEUTRAL] Ms ready?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am and and I'll also need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII] phone number [PII].
[AGENT][NEUTRAL] OK, and then one last your email address please.
[CUSTOMER][NEUTRAL] And what else did you need to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying all that information for me. OK, let's look at your policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're wanting to make um a payment, is that correct? Over the phone?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, what I'm what I'm going to do is I'm going to go ahead and transfer you now to uh.
[AGENT][NEUTRAL] Customer service so that they can take that payment over the phone for you. Is there anything else I can help you with before we go, Ms. [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][NEUTRAL] You're very welcome. It's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. Hey, good morning. I've got um Miss [PII] on the phone. Um, her policy number is 715128, and she's calling to make a payment on her policy over the telephone.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Morning.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me get it pulled up 715128.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All [PII]. I've got her pulled up. Um, you can go ahead and put her through.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] OK thanks have a good day, [PII].
[CUSTOMER][POSITIVE] Mhm. Thank you. You too, [PII].
[AGENT][NEUTRAL] Bye-bye.