AccountId: 011433970860
ContactId: f687bf1c-dfcf-4725-a89b-e93511558844
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199179 ms
Total Talk Time (AGENT): 83222 ms
Total Talk Time (CUSTOMER): 56956 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/f687bf1c-dfcf-4725-a89b-e93511558844_20250625T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I just need to make a payment.
[AGENT][NEUTRAL] OK, I can um help you with payment. um can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], is this for a group or is it for your own individual policy?
[CUSTOMER][NEUTRAL] Uh, it's for a group.
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] 80136.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] And what is the invoice number and the amount you're going to pay today?
[CUSTOMER][NEUTRAL] Uh, do you need the zeros in front of it or just the number?
[AGENT][NEUTRAL] Just the number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the amount you're paying today?
[CUSTOMER][NEUTRAL] And I'll
[CUSTOMER][NEUTRAL] $359.96.
[AGENT][POSITIVE] OK, thank you so much. I'm going to go ahead and transfer you on over to group billing and I'll give them this information so you don't have to repeat it again and they'll be able to take your payment over the phone.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're very welcome you have a wonderful day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I've got, um, hey, I've got Miss [PII] on the phone. She is calling for group number 80136.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] And she's calling to.
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] Yeah, her name is [PII]. She's just calling to make a payment.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] And I've got the invoice number and the amount for you.
[CUSTOMER][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I was logged into the site but it logged me out so I need to log back in.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Well, you know, it's just to take payments and I don't take as many as we used to, so.
[CUSTOMER][NEGATIVE] Uh, it, if I don't use it after like an hour, it logs me out.
[AGENT][POSITIVE] It kicks you out, yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, let's see what's the invoice number?
[AGENT][NEUTRAL] The invoice is 6391885 and the amount of $359.96.
[CUSTOMER][NEUTRAL] And is your callback number the one on the screen?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Awesome. OK, I'll take it whenever you are ready.
[AGENT][POSITIVE] OK thank you bye bye.