AccountId: 011433970860
ContactId: fc9ce3b0-a806-4eef-afdd-66831b5324d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181970 ms
Total Talk Time (AGENT): 51200 ms
Total Talk Time (CUSTOMER): 70190 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/fc9ce3b0-a806-4eef-afdd-66831b5324d5_20250507T22:51_UTC.wav
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[CUSTOMER][NEUTRAL] I'll
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'd like to pay my bill.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Are you the policyholder, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] 00602157
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Let me pull up your information.
[AGENT][NEUTRAL] And then we'll verify some information and then we can proceed, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] the same.
[AGENT][NEUTRAL] You can verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Date of birth [PII]. Birthday [PII].
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mail a story about my mail.
[CUSTOMER][NEUTRAL] Portion of the C is the evening news.
[AGENT][NEUTRAL] And you're paying by credit card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Debit
[AGENT][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me, uh, give me one moment, let me get you transferred to the appropriate area and they'll be able to assist you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh, you're welcome. One moment.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. I have an insured motive pay 3 who's wanting to make a payment over the phone with her debit card.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It's 602-157.
[AGENT][NEUTRAL] And that should be for [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 5490. Alright, you can go and send her over.
[AGENT][POSITIVE] OK, thank you. Have a good evening.
[CUSTOMER][NEUTRAL] You too.