AccountId: 011433970860
ContactId: ebfa0c99-8b83-4fde-a6b5-7f4aa7b98b7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265600 ms
Total Talk Time (AGENT): 125530 ms
Total Talk Time (CUSTOMER): 96085 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ebfa0c99-8b83-4fde-a6b5-7f4aa7b98b7b_20250127T17:27_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] Hey [PII], I just was hoping to uh pay my bill.
[AGENT][POSITIVE] Oh, I'd love to help you with that today. Do you mind if I have your, your name, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and are you calling on behalf of an employer group or on an individual policy?
[CUSTOMER][NEUTRAL] Uh, an employer group.
[AGENT][POSITIVE] Perfect. Do you mind if I get that group number please?
[CUSTOMER][NEUTRAL] It's 236-47.
[AGENT][POSITIVE] Wonderful and Miss [PII], while I'm pulling that up, um, can I also go ahead and get a quick call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And Miss [PII], would you be able to verify for me the name of the group and its mailing address?
[CUSTOMER][NEUTRAL] Uh, I don't know what you'll have it listed under. You may probably still have it under [PII] Sullivan and Associates.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and the address is [PII].
[AGENT][POSITIVE] Wonderful, thank you. And then the only other things I need to verify real quick would be the email address.
[CUSTOMER][NEUTRAL] Uh, it could be my email address, which is [PII] or it could be [PII].
[AGENT][POSITIVE] Oh, it is that first one you gave me yours.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] It's the first one? OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then
[AGENT][POSITIVE] Perfect, Miss [PII]. So what I'm gonna do, if you don't mind, I'm gonna put you on just a brief hold and get you in touch with somebody who can process payment over the phone for you, but you won't have to re go through any of that verification all over again, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect, one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, this is [PII] with the care team and did you say this was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], I'm so sorry. I don't know, uh.
[CUSTOMER][POSITIVE] No worries. What's up?
[AGENT][NEUTRAL] Hey, I have a Miss [PII] on the phone calling for group number 236-47. I went ahead and verified all her information. Her callback is the one she's calling from, and she's calling to make a payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. [PII], good [PII].
[CUSTOMER][NEUTRAL] [PII], it is Monday. Good [PII].
[AGENT][POSITIVE] Did you have a great weekend?
[CUSTOMER][POSITIVE] Yeah, it's very, it's a good downtime. It was really nice.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, let's see, let me get this open so I can take that payment real quick.
[CUSTOMER][POSITIVE] How about you? Did you have a good weekend?
[AGENT][POSITIVE] Yeah, I got to go see Wicked.
[CUSTOMER][NEUTRAL] Fine. Did you like it?
[AGENT][POSITIVE] I loved it. I've never seen the musical, but I want to really bad now, and I have so many questions.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Like so many. Have you seen it?
[CUSTOMER][NEUTRAL] No, I haven't.
[AGENT][NEUTRAL] OK, well, let me know when you do so I can ask you all my crazy questions and you can think about them with me.
[CUSTOMER][NEUTRAL] I would be hard pressed to get my husband to go and I don't really have like a chi a friend to go with. So I, uh,
[AGENT][NEUTRAL] Oh no, are you in the [PII] area?
[CUSTOMER][NEUTRAL] No, I'm in [PII].
[AGENT][POSITIVE] Oh dang, I was like, I'll go again. Let's do it.
[CUSTOMER][POSITIVE] That's awesome. Thank you for that. I appreciate that.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK, so by chance do you know what invoice you're looking to pay?
[AGENT][POSITIVE] I actually I'm so sorry. I did not think to ask that.
[CUSTOMER][POSITIVE] No, it's OK, it's OK. It's there's two of them now because of the weekend we did new invoices, no worries. OK, I'm ready to take her whenever you're ready to send her over.
[AGENT][POSITIVE] Perfect, and I'll introduce you when we join Ms. [PII].
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] Hi [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yup.
[AGENT][POSITIVE] Hey, thank you so much for your patience. I have Miss [PII] on the line and she's with our billing department. She's gonna be able to help process that payment for you, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the billing department.