AccountId: 011433970860
ContactId: ec45afea-79eb-4dd8-adb4-ccaef4c564c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384260 ms
Total Talk Time (AGENT): 70675 ms
Total Talk Time (CUSTOMER): 102007 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/ec45afea-79eb-4dd8-adb4-ccaef4c564c1_20250401T13:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I was, I was trying to make a payment on my account. I don't know if I made that payment.
[AGENT][NEUTRAL] OK, I can check and see if um you already made the payment. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] It's a new policy number OK 002584413.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] And let me check the notes really quick, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you pay quarterly, the last payment I got here.
[AGENT][NEUTRAL] January, so um you need to pay your quarterly.
[AGENT][NEGATIVE] Yeah, it looks like you have not paid this one.
[CUSTOMER][NEUTRAL] OK, can I pay it today cause it's been paid. I, I, I went into the shop, right? I don't know.
[AGENT][NEUTRAL] Mm, OK, sure, I understand. OK, let me get uh the group billing department on the line. They're gonna take that payment for you, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Europe
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. I have a member on the line that needs to make her quarterly payment.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It is 258-4413.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][POSITIVE] Yeah, OK, here she comes. Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] Like she said my name is [PII] and I'll uh be taking that payment for you um let me get everything entered Miss [PII], and we will, um, and I'll take that card payment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You're welcome and you're wanting to pay the full 18792?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All righty. Let me get logged in.
[CUSTOMER][NEUTRAL] She's being slow this morning, bear with me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All righty, Ms. [PII]