AccountId: 011433970860
ContactId: eda840f9-5372-4764-8232-8e5ca52f96a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204649 ms
Total Talk Time (AGENT): 79751 ms
Total Talk Time (CUSTOMER): 57678 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/eda840f9-5372-4764-8232-8e5ca52f96a8_20250424T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I got an email that uh my account is, uh, past due and I'd like to pay it off with a check over the phone. Can we do that?
[CUSTOMER][NEUTRAL] Yeah, I mean, yeah, pay for.
[AGENT][NEUTRAL] So are you, do you have insurance with us or are you a broker?
[CUSTOMER][NEUTRAL] I'm a, I have insurance.
[AGENT][NEUTRAL] OK, I'm gonna have to get you to the billing department to take um a check over the phone. Um, do you have a policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am. Can you do that for me?
[AGENT][NEUTRAL] Uh, what's your policy number?
[CUSTOMER][NEUTRAL] Uh, I believe it's 8805, but let me look at my email.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, I have to dig through a lot of emails. I saw it an hour ago when I
[AGENT][NEUTRAL] OK, what is your, what's your last name?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, Mississippi serum distributors, it's a group policy.
[CUSTOMER][NEUTRAL] Oh, it's 8804 is the group number.
[AGENT][NEUTRAL] OK, and you you're the broker or you like are an individual?
[AGENT][NEUTRAL] Who has
[CUSTOMER][NEUTRAL] I'm the individual in charge of the group. I'm not, I am not a broker.
[AGENT][NEUTRAL] OK, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, give me just a second, let me see if I can take.
[AGENT][NEUTRAL] Let me get with billing. Give me just a second.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] with Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm well. I have um [PII] on the phone, and he's the contact for a group. It's group number 8804.
[AGENT][NEUTRAL] And he just received an email that he they're past due and he wants to pay over the phone with a check. Is he allowed to do that for a group?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] No, it's can only be a debit card or credit card.
[AGENT][NEUTRAL] OK, let me, I'm gonna go back to him and then give me just a second, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Are you still with me?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Um, so they can take it with a credit card or a debit card.
[CUSTOMER][NEUTRAL] Oh OK I can do a credit card, yeah.
[AGENT][NEUTRAL] OK, let me join you with [PII] right now, OK?
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], he, he has a credit card. I'll join you guys now.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, [PII], I have [PII] from billing on the line to help, OK?
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Have a good day.