AccountId: 011433970860
ContactId: 046b411d-1fbf-4ca6-bfa5-27603298ed6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 50439 ms
Total Talk Time (AGENT): 8809 ms
Total Talk Time (CUSTOMER): 37041 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/046b411d-1fbf-4ca6-bfa5-27603298ed6b_20250505T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. I have a member on the other line who needs to make a payment.
[CUSTOMER][NEGATIVE] And you know what? They started asking questions in the chat and I didn't even hold on one second.
[CUSTOMER][NEUTRAL] Do you need the um policy number? You know what? No, no, sorry, hold on. I need to send him to his group.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I meant to check it before I call and they started asking questions in the chat and then I just went to calling y'all. So sorry, he he does need to make a payment but he needs to talk to his group. He's more the payment one.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Alright, thank you. Sorry about that.
[AGENT][POSITIVE] All right, you're welcome, no problem.
[CUSTOMER][NEUTRAL] Bye bye.