AccountId: 011433970860
ContactId: e417b53d-8251-409f-9870-cc6eeaaacdec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258459 ms
Total Talk Time (AGENT): 84225 ms
Total Talk Time (CUSTOMER): 131534 ms
Interruptions: 3
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e417b53d-8251-409f-9870-cc6eeaaacdec_20250611T20:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'd like to uh pay on my account please.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'd like to make a payment. May I have the phone by phone.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the payment. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] and the
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. That's [PII]
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, let me see. 0099.
[CUSTOMER][NEUTRAL] 8115
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My did you ask her address? Or, OK, [PII].
[AGENT][NEUTRAL] Yes, ma'am, your mailing address and email address.
[CUSTOMER][NEUTRAL] Mhm. Alright. [PII].
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um how much did you want to make a payment for today?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Um, the premium period, um, is a quarterly payment of $45.60.
[AGENT][NEUTRAL] All right, and um before I transfer you over to group billing for the payment, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, [PII], where are you though? I'd like to know where you're at.
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] Located [PII].
[CUSTOMER][NEUTRAL] Oh, good. We, we've been to [PII]. We have relatives there.
[CUSTOMER][POSITIVE] Have a great day in [PII]. Are you getting rain or anything?
[AGENT][POSITIVE] No, ma'am, it's sunny today. Well, actually in and out.
[CUSTOMER][POSITIVE] Yay. Yeah, I know we've had it here too in [PII]. Yeah, we lived in [PII] for a long time, so we used to really get it down there sometimes. All right, have a great day, dear.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] You also, and thanks for calling ATL. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you mhm bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][NEUTRAL] Hey, it's [PII].
[AGENT][NEUTRAL] Oh, I thought you said [PII], sorry I was going in and out. I'm like, did I call customer service?
[CUSTOMER][POSITIVE] No, no worries.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I was gonna go and go with it.
[AGENT][NEUTRAL] Um, [PII], I have an insured on the other line that needs to make a payment for their premium.
[CUSTOMER][POSITIVE] No worries. What's up?
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] OK, what's the insured's name?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And the policy number?
[AGENT][NEUTRAL] It's 998115.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] 8115.
[CUSTOMER][NEUTRAL] Then the shopping, oops.
[CUSTOMER][POSITIVE] All right, I'm ready for whenever you are.
[AGENT][NEUTRAL] Alrighty. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Hello, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes. Hello?
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right honey. Enjoy your life in [PII].
[AGENT][POSITIVE] Thank you, you also have a good day in [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, honey bye bye.