AccountId: 011433970860
ContactId: e3cfe4ac-135f-42e0-8f56-b25c089e6df1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196639 ms
Total Talk Time (AGENT): 77239 ms
Total Talk Time (CUSTOMER): 73180 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/e3cfe4ac-135f-42e0-8f56-b25c089e6df1_20250605T22:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm wanting to make a payment on my account, please.
[AGENT][NEUTRAL] OK, um, was this for a group or for an individual policy?
[CUSTOMER][NEUTRAL] Individual.
[AGENT][NEUTRAL] Got it. OK, I can take that payment from you. Uh, what was your name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It's 025592777.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright and I'm just gonna verify some information really quick uh [PII] can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that, [PII]. OK, give me just a moment. I'm just gonna put you on a brief hold and transfer you to our billing department and they'll be able to take that payment for you.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] You're calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team.
[CUSTOMER][NEUTRAL] Hey, what's up?
[AGENT][NEUTRAL] Girl, I'm sorry about earlier. I don't know what happened. My Wi Fi just like wigged out.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What happened is like wake out. No, you're fine. I was like, hello, hello.
[AGENT][POSITIVE] I know that was so weird. I'm so sorry. I felt awful um well this one's easy.
[CUSTOMER][POSITIVE] It was so weird. I'm so sorry. No, it's not your fault. Well this one's easy.
[AGENT][NEUTRAL] I just have an individual we wanting to make a payment.
[CUSTOMER][NEUTRAL] I just have an individual wanting to make a payment, an individual.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, alright, what's the name and the policy number?
[AGENT][NEUTRAL] Uh, we are speaking with [PII]. Uh, policy number is 025592777.
[CUSTOMER][NEUTRAL] Uh, we're speaking with [PII]. Uh, the policy number is 025592.
[CUSTOMER][NEUTRAL] 6564. OK, you can go ahead and send over.
[AGENT][POSITIVE] All right, thanks, [PII]. Have a good night. Bye bye.
[CUSTOMER][NEUTRAL] I have a callback number? I'm sorry, the callback number, the one on the, OK.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Yeah, the [PII].
[CUSTOMER][NEUTRAL] Uh, is there
[CUSTOMER][POSITIVE] OK, OK, got it thank you.
[AGENT][POSITIVE] OK thank you bye bye.