AccountId: 011433970860
ContactId: f1e13b47-0353-4b37-bd28-269a5cbac03d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306480 ms
Total Talk Time (AGENT): 90290 ms
Total Talk Time (CUSTOMER): 104992 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/f1e13b47-0353-4b37-bd28-269a5cbac03d_20250203T17:58_UTC.wav
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[CUSTOMER][NEUTRAL] I don't be ridiculous.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I just wanna make a payment.
[AGENT][NEUTRAL] OK, um, to your individual policy?
[CUSTOMER][NEUTRAL] Yes, uh, my, uh, let's see that account number is, uh, I can barely see it here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see what it should got torn.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 24206.
[AGENT][NEUTRAL] I'm sorry, what was the policy number?
[CUSTOMER][NEUTRAL] Break
[CUSTOMER][NEUTRAL] I can't see it. I tore it off uh reference number 634.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Um, let's see, I could start using your, uh, social.
[CUSTOMER][NEUTRAL] This is for the uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you and what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] I go to school.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] And then really quick if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, and [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEGATIVE] Oh [PII], you gotta get all that for me to pay a bill. Now look, I'll tell you what, I'll just pay the bill. Shit, you gotta be kidding me. I'm trying to pay a bill. I ain't trying to go there. Shit.
[CUSTOMER][NEUTRAL] So I can pay it through the mail.
[AGENT][NEUTRAL] I just need you to verify your date of birth as all.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright I appreciate you verifying that. Give me just a moment.
[AGENT][NEUTRAL] OK, and this was for the accident policy.
[CUSTOMER][NEGATIVE] And you know, give up all this information over the phone.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, [PII], I'm gonna put you on a brief hold and transfer you to the department that can take that payment for you.
[CUSTOMER][NEUTRAL] OK, and then I give you all my information, Lord.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I am doing all right thank you and I don't think I was supposed to call y'all. I think I was supposed to call billing. I'm sorry.
[CUSTOMER][NEUTRAL] OK, all is forgiven.
[AGENT][NEGATIVE] I'm an individual who needed to make a payment and I was just like customer, no it's not.
[CUSTOMER][NEUTRAL] OK, that's right. It goes to billing.
[AGENT][POSITIVE] Sorry, yeah, well I appreciate it, thanks.
[CUSTOMER][NEUTRAL] All right. Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] They um.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][NEUTRAL] Doing alright thank you. I have an individual who is needing to make a payment on their policy.
[CUSTOMER][NEUTRAL] OK, give me one second, let me get this pulled up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. What's that policy number?
[AGENT][NEUTRAL] It is 634206.
[CUSTOMER][NEUTRAL] And the name
[AGENT][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And he just hung up.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEGATIVE] That's OK. He was not a happy camper. I asked him for his date of birth, and he got so mad and yeah, I don't know, um, do you want his call back?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Um, is it the [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, hold on before you get off so I can get this down. [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. I will, I will attempt to give him a call.
[AGENT][POSITIVE] All right, good luck. Sorry about that. Thanks. Bye bye.
[CUSTOMER][POSITIVE] Yeah thank you bye.