AccountId: 011433970860
ContactId: f3454882-b540-449d-836f-5484f6b889de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221559 ms
Total Talk Time (AGENT): 91713 ms
Total Talk Time (CUSTOMER): 88414 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/f3454882-b540-449d-836f-5484f6b889de_20250127T14:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is, um, [PII]. I'm calling to make a payment on a, um, policy.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes, it's 154791.
[AGENT][NEUTRAL] 154791
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is your last name?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] This is [PII] and her birthday is [PII].
[AGENT][NEUTRAL] All right, thank you. Current mailing address and a good call back number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Let's see, bear with me just one second.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] If you will hold just one moment, let me get you to our billing department and they can assist you with processing that payment.
[CUSTOMER][POSITIVE] Awesome, thank you.
[AGENT][POSITIVE] Thank you Miss [PII]. One moment.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is with billing. How may I help you?
[AGENT][NEUTRAL] Morning, [PII]. How are you doing?
[CUSTOMER][POSITIVE] Doing fine thank you how are you [PII]?
[AGENT][POSITIVE] I'm doing well. I've got a payment on an on a policy, uh, call. It's individual policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number is 154.
[AGENT][NEUTRAL] 791.
[AGENT][NEUTRAL] The policy is for [PII] and I've verified her information. I have the daughter [PII] on the line to make the payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And
[AGENT][NEUTRAL] And I have [PII]'s callback number if you need that.
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][NEUTRAL] That callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and who have you got on the phone on the phone?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The insured's daughter [PII].
[CUSTOMER][NEUTRAL] [PII], OK, that's what I thought. I wasn't sure because so this is for [PII] and she's wanting to make a payment.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Mm, OK. I can help her with that if you'll send her on.
[AGENT][NEUTRAL] All right. Well, I reckon I'll see you tomorrow.
[CUSTOMER][NEUTRAL] OK, so that's the plan anyway.
[AGENT][POSITIVE] I hear you. Well, good to talk to you. Let me get Miss [PII] on the line. Have a great day. Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you, dear.
[AGENT][POSITIVE] [PII], thank you for your patience. I do have [PII] in our billing department that will assist you with processing that payment. Thank you for calling APL, and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you so much. You too.
[AGENT][POSITIVE] You're very welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] in group billing um.
[CUSTOMER][NEUTRAL] I understand a good call back number is [PII]. Is that correct? Yes. OK, thank you so much and you're looking to make a payment on your mom's uh policy.