AccountId: 011433970860
ContactId: f597dbeb-ac14-43bb-9b2d-c2b54c1b6eec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296700 ms
Total Talk Time (AGENT): 99590 ms
Total Talk Time (CUSTOMER): 62527 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/f597dbeb-ac14-43bb-9b2d-c2b54c1b6eec_20250102T18:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, how you doing? I was trying to pay my January, um.
[CUSTOMER][NEUTRAL] My payment on my account, how are you doing?
[AGENT][POSITIVE] Hey, I'm doing wonderful thank you so much and you said you're looking to pay.
[AGENT][NEUTRAL] On your account, is it for a policy or like an individual policy or a group?
[CUSTOMER][NEUTRAL] Individual policy.
[AGENT][POSITIVE] Yes, absolutely, and do you have that policy number?
[CUSTOMER][NEUTRAL] I don't, can I get my social? Hold on, man.
[AGENT][NEUTRAL] Yes, I can look it up with your social absolutely and what is that social number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect and your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and
[AGENT][POSITIVE] Perfect. Would you be able to verify for me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and.
[AGENT][NEUTRAL] Would you also be able to verify the email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And sorry, just.
[AGENT][NEUTRAL] Two more things, the mailing address and the phone number.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you, thank you. And
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me go ahead. I'm going to put you on a brief hold and I'm gonna transfer you to somebody who can take payment over the phone, um, and we'll get you set up to get that paid for, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Good good.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] billing.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Thank you for calling AP
[AGENT][NEUTRAL] Hi this is [PII] with the care team. How you doing?
[CUSTOMER][POSITIVE] Hi, this is [PII]. Hey, I'm good. How are you?
[AGENT][POSITIVE] Hey, I'm great. I have somebody on the line and they have, and I hope I'm in the right spot. It looks like they have a term life policy with us and they need to make a payment.
[CUSTOMER][NEUTRAL] It's an individual
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. What's your name?
[AGENT][NEUTRAL] Uh yes, her name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy number?
[AGENT][NEUTRAL] 774986
[CUSTOMER][NEUTRAL] 774986
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] All right, here we are.
[CUSTOMER][NEUTRAL] Right, and you just want to make a payment?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, it's OK.
[CUSTOMER][POSITIVE] OK, I'm ready for him whenever you are.
[AGENT][POSITIVE] Alright perfect um I'll introduce you when we join Miss [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi Mr. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, I have Miss [PII] on the line. She's with our billing department and she's gonna help you process that payment today.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] All right thank you so much you take care and have a great day.
[CUSTOMER][NEUTRAL] Alright you as well.
[AGENT][NEUTRAL] Bye bye.