AccountId: 011433970860
ContactId: 013cf11f-edae-478d-b3ae-4ea4ffb51690
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 36889 ms
Total Talk Time (AGENT): 9299 ms
Total Talk Time (CUSTOMER): 26549 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/013cf11f-edae-478d-b3ae-4ea4ffb51690_20250106T19:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] and claims. Um, I have an insured on the line which they are also the group, um, small group, they have a policy with us. She is wanting to see if she can set up direct withdrawal for their premiums monthly.
[AGENT][NEUTRAL] We don't think draft group uh we don't bank draft groups.
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] OK. OK. I will let her know.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Right.