AccountId: 011433970860
ContactId: f8cd205e-4e64-4bc0-964c-6593b816e48b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216580 ms
Total Talk Time (AGENT): 78095 ms
Total Talk Time (CUSTOMER): 90136 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/f8cd205e-4e64-4bc0-964c-6593b816e48b_20250407T21:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'd like to pay my bill.
[CUSTOMER][NEUTRAL] Um, can you transfer me? I'd like to make a payment. Um, can you transfer me to whoever I need to do that with?
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Yes, um, can I get your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Actually, the person.
[AGENT][NEUTRAL] And do you have your policy?
[CUSTOMER][NEGATIVE] I do. She just called my house phone, but you know I get scammers calling all the time so I said how do I know you're really that person? So she said call back the number on your statement and they'll transfer me.
[AGENT][NEUTRAL] Oh, OK, OK. Did she give you a name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't remember it. I'm sorry, but I do have a policy number.
[AGENT][NEUTRAL] Oh, that's
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] 01197754
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me verify just a few pieces of information and then I'll get you transferred. What is your birth date, please?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And your mailing or your home address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then is your callback number [PII]?
[CUSTOMER][NEUTRAL] Yes it is, but she called the the different number, so that's why I was wondering.
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] She called my house phone. She called the house phone, which I never use. So you must have that somewhere.
[AGENT][NEUTRAL] Uh, yes. What is your house phone? Yeah, [PII].
[CUSTOMER][NEUTRAL] In the system?
[CUSTOMER][NEUTRAL] Yeah, it's probably best to take that off.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do we wanna update that then?
[CUSTOMER][NEUTRAL] Yeah, just, just the, um, the [PII].
[AGENT][NEUTRAL] OK, let's get that changed real quick. Um, last thing, can you verify for me your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, so [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], I'll get you transferred over to our billing department and they can take a payment from you. If you can hold for just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATS. This is [PII]. How can I help you?
[AGENT][NEUTRAL] This is [PII] in the care team and I've got a policyholder on the line that um would like to make a payment. Somebody from billing just called them but um they're calling right back, so.
[CUSTOMER][NEUTRAL] Yeah, that's me, is it [PII]?
[AGENT][NEUTRAL] Yes, it is. Yeah, I got her verified and actually updated her phone number too, so you want me to transfer it on through?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, here you go thanks so much.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department.