AccountId: 011433970860
ContactId: f7a5b5cc-2f62-400e-bfc7-5eaf20be87b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62720 ms
Total Talk Time (AGENT): 13397 ms
Total Talk Time (CUSTOMER): 44680 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/f7a5b5cc-2f62-400e-bfc7-5eaf20be87b9_20250107T22:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling HTL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][NEUTRAL] Hi, so, what's up?
[CUSTOMER][NEUTRAL] Hey, um, I have a member on the line that she would like to make a payment, um, over the phone.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][POSITIVE] Uh her name is [PII], uh, what's her name? I'm so sorry.
[CUSTOMER][NEUTRAL] I'm on another screen. Give me just a second. I can I see her name here. OK. Um, Miss [PII], [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, you know what, bear with me just a second because this policy, this policy is active.
[CUSTOMER][NEUTRAL] No, it's showing that it's terminated.
[CUSTOMER][NEGATIVE] You know what, let me get my customer service first because it's showing that it's terminated, so it's not gonna let you take the payment.
[AGENT][POSITIVE] OK, all right, well, yeah, if you need me you can just, uh, you can just let me know. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Gotcha. OK, thank you. I'm so sorry. Have a good afternoon. Bye.
[AGENT][NEUTRAL] Bye.