AccountId: 011433970860
ContactId: e6c368a6-578a-47e8-8177-9e4a84dd0436
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110339 ms
Total Talk Time (AGENT): 47491 ms
Total Talk Time (CUSTOMER): 44361 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/e6c368a6-578a-47e8-8177-9e4a84dd0436_20250409T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Good, um, I have an insured on the line who has a lapsed policy. She needs to look at making a payment for it. She's had some return payments for, um, bank draft.
[AGENT][NEUTRAL] OK, um, uh.
[AGENT][NEUTRAL] It's lapsed, right? OK.
[CUSTOMER][NEUTRAL] Mhm, yes ma'am.
[AGENT][NEUTRAL] All right. And what is the policy number?
[CUSTOMER][NEUTRAL] Her policy number is gonna be 716433.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm we're speaking with Ms. [PII] on the line, yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, so I guess so you don't have to transfer me, transfer her to me and then transfer her me transfer her the billing to take the payment. I can reactivate the policy and you could just um directly transfer her to billing for them to take the payment.
[CUSTOMER][NEUTRAL] OK, alright, yeah, because I, I, yeah, no, I accidentally called billing first and they're like call customer service and I'm like, oh yeah, it says right here to call customer service, but I can call them back.
[AGENT][NEUTRAL] Does it make sense?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes. Yes, since it is lapsed, um, it goes through us and then to them, but I will react I have it reactivated um again so they can go ahead and take the payment.
[CUSTOMER][POSITIVE] OK, awesome thank you so much. I appreciate you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Have a good one. Bye-bye.
[AGENT][NEUTRAL] You too.