AccountId: 011433970860
ContactId: 0d81e463-92e3-412d-b061-2cf8095098d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139419 ms
Total Talk Time (AGENT): 54241 ms
Total Talk Time (CUSTOMER): 66970 ms
Interruptions: 3
Overall Sentiment: AGENT=2.9, CUSTOMER=3.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/0d81e463-92e3-412d-b061-2cf8095098d1_20250605T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good and how are you today?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have a group admin on the other line who needs to make a payment.
[AGENT][NEUTRAL] Sure, what's the group number, [PII]?
[CUSTOMER][NEUTRAL] 16573.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And this is for Buck Cars tractor and tractor. Who am I speaking with? Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'll be glad to help her. Thank you.
[CUSTOMER][NEUTRAL] All right, thank you. Hold on one moment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much for holding. I apologize for that wait. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Wonderful thank you so much. You're welcome.
[AGENT][POSITIVE] Hey, good afternoon, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Pretty good, [PII]. Thank you very much for picking up and helping me.
[AGENT][NEUTRAL] Can you hear me? Oh cool.
[AGENT][NEUTRAL] Absolutely. You're so welcome. Um, OK, so you're wanting to pay. What invoice are you paying, sweetie? I don't see that you have any open invoices. It looks like you're paid up.
[CUSTOMER][POSITIVE] Oh, OK. Well, that's good. I'm glad to hear that.
[AGENT][POSITIVE] Yeah, that is good.
[AGENT][NEUTRAL] I'm just double checking to make sure that
[CUSTOMER][NEUTRAL] Yeah, when it comes to the insurances for the employees, I wanna make sure.
[AGENT][NEUTRAL] Yes ma'am, I don't show any open invoices at the time, so right now there's not anything due for you.
[CUSTOMER][POSITIVE] OK, all right, well that's great and then hopefully once they are able to get me cleared to be able to get into the website then I can double check and make sure that I'm set for next month.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Absolutely, yes, ma'am. But right now you're good, OK?
[CUSTOMER][POSITIVE] All right wonderful well thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Uh, alright, great, have a wonderful evening.
[AGENT][POSITIVE] Alright, you too, thank you so much.
[CUSTOMER][POSITIVE] No, that, that'll take care of me. Thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh huh bye bye.