AccountId: 011433970860
ContactId: e1c15fce-acec-4e4c-aa35-9f61d35b77f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322779 ms
Total Talk Time (AGENT): 82904 ms
Total Talk Time (CUSTOMER): 137479 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/e1c15fce-acec-4e4c-aa35-9f61d35b77f5_20250307T22:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, who am I speaking with?
[AGENT][NEUTRAL] This is [PII] with APL.
[CUSTOMER][NEUTRAL] [PII], um, how are you doing, [PII]?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] I'm doing fine, thank you. Um, I am trying to pay on my, I have two accounts or policies that I think I owe about 29,220. Um, is this the correct, um, place that I need to make that payment? Uh, it's not due until [PII], but we like to make sure it's get paid, um, and we don't forget to pay it. Um, can I make that payment with you?
[AGENT][NEUTRAL] Uh, what's your name and policy number first so I can pull up your information.
[CUSTOMER][NEUTRAL] Sure, I, oh, well, my name is [PII] Let me see if I can find the policy numbers. Um
[CUSTOMER][NEUTRAL] I have two policies. It's 0064.
[CUSTOMER][NEUTRAL] 5081 and 83. Um, everything is the same except the last two digits is 81 and then the other one is 83.
[AGENT][NEUTRAL] OK, thank you, ma'am. And verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Sure, [PII] [PII] and email address maybe is [PII]. If it's not that I'll give you another one.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that's it. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Because I'm thinking you may need to speak with um probably customer service. Let me double check, hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, OK, and I, I, they gave me so many different numbers, um, and I none of them seem to match what I needed to talk to somebody about, but, um, so I just picked you and I apologize I bothered you and, and not need you, but if you could give me maybe that, maybe you can give me the option number that I need to um um call or I need to press when I call you all, that'd be great, [PII]. thank you.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Um, not sure.
[AGENT][NEUTRAL] Option number because I never listened to the.
[AGENT][NEUTRAL] The uh I panic, but give me one moment. Let's see.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Sure, sure. Thank you very much.
[AGENT][POSITIVE] Alright, you're welcome.
[AGENT][NEUTRAL] Let me get this one.
[AGENT][NEUTRAL] OK, yeah, I would have to transfer you to our billing department. Give me one quick moment, Miss [PII].
[CUSTOMER][POSITIVE] OK, thank you very much, [PII]. Have a wonderful rest of your day.
[AGENT][NEUTRAL] Um, well,
[AGENT][NEUTRAL] You too. And before I transfer you, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII]. OK, thank you so much. Hold on one moment, please.
[CUSTOMER][POSITIVE] You're welcome. Thank you. Have a good one.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, um, I have an insured on the phone, uh, mode of payment 3 want to make a payment on her, uh, premium.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] 645-081.
[AGENT][NEUTRAL] Like she has 2.
[CUSTOMER][NEUTRAL] She has 2 policies.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK, what's the other policy number?
[AGENT][NEUTRAL] 645-083.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm, let me log in to the payment system.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send her over.
[AGENT][POSITIVE] Awesome. Thank you, ma'am. Have a great weekend.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.