AccountId: 011433970860
ContactId: ea7f60d4-f282-459d-b9a2-f0fa77669761
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276540 ms
Total Talk Time (AGENT): 113903 ms
Total Talk Time (CUSTOMER): 87582 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/ea7f60d4-f282-459d-b9a2-f0fa77669761_20250103T20:58_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Hi, I'd like to make a payment for my policy.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today, my friend. And may I have your name and the policy number, please?
[CUSTOMER][NEUTRAL] The name is [PII] The policy number is 9.
[CUSTOMER][NEUTRAL] Apple
[CUSTOMER][NEUTRAL] 0016441
[AGENT][POSITIVE] Perfect, give me just one moment to get that all pulled up for you.
[AGENT][NEUTRAL] All righty. And would you be able to verify for me, pretty please, the date of birth on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. Thank you, thank you. And if you don't mind verifying for me as well the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And then just two more things, Ms. [PII], the email address and phone number on file if you can.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. Thank you, thank you. And then what's the phone number on file?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right. And I'm just getting some stuff pulled up here. Hang tight with me.
[AGENT][NEUTRAL] All right, if you don't mind, my friend, I am going to
[AGENT][NEUTRAL] I'm gonna put you on a brief hold and I'm gonna get you in touch with somebody in our billing department to help process that payment for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Hey, my pleasure. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] Billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. This is [PII] with the care team. How are you today?
[CUSTOMER][NEUTRAL] I'm doing fine [PII] how are you?
[AGENT][POSITIVE] Hey, I'm so wonderful. Thank you very much for asking. I have a very sweet lady on the line and she wants to make a payment on her policy with us.
[CUSTOMER][NEUTRAL] All right, I can help her with that. What is your name?
[AGENT][NEUTRAL] Her name, it's um their initials, it's [PII], so I've just been calling her Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the policy number is 83743.
[CUSTOMER][NEUTRAL] 837-43 and a good call back number on her please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, yeah, it's going to be [PII].
[CUSTOMER][NEUTRAL] And she's calling to make a payment, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, and that is that policy up.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Just to make sure I've got everything I'm supposed to written down and.
[CUSTOMER][NEUTRAL] All right, so she's 149 10?
[AGENT][NEUTRAL] What? 149 10?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, the amount. OK. Yes, I didn't look at that and I thought that was like the I was like, no, the policy number is not.
[CUSTOMER][POSITIVE] I know I've lost it too, so don't worry about it. I, I, I've lost it. So you can send her on.
[AGENT][NEUTRAL] Um, if you don't mind, I'll, I'll introduce you when we join, OK, Meet.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. You have a good day, honey.
[AGENT][POSITIVE] Thank you. My, you too. Thanks.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] Hey, thank you so much for your patience. I have Ms. [PII] on the line and she is going to be able to help process that payment for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure, y'all enjoy.
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII] in group billing.