AccountId: 011433970860
ContactId: 1143ee27-6eaa-4dca-9f23-61d17a004243
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196059 ms
Total Talk Time (AGENT): 77709 ms
Total Talk Time (CUSTOMER): 69210 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/1143ee27-6eaa-4dca-9f23-61d17a004243_20250422T19:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm the agent in [PII]. I have a question regarding one of my group's billings, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the billing. And may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Well, how much?
[CUSTOMER][NEUTRAL] Yes, please. It's [PII].
[CUSTOMER][NEUTRAL] How much is
[AGENT][NEUTRAL] And then is it a um particular member's policy or just?
[AGENT][NEUTRAL] The whole group.
[CUSTOMER][NEUTRAL] It's the whole group build. It's just a question the, the controller sent me an email and said, Hey, the building looks a little wonky. Can you go through it? And I said, Sure, I'll I'll call up and find out. So the group number is the group number is uh 25031.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 031. OK, hold on one moment.
[CUSTOMER][NEUTRAL] I think I know what the answer is, but I just wanna make sure I'm clear.
[AGENT][NEUTRAL] All right, here we go. So I have the group here and I just need you to verify um the group name.
[AGENT][NEUTRAL] Your email address and then you already gave me the phone number.
[CUSTOMER][NEUTRAL] Avatar Inc.
[CUSTOMER][NEUTRAL] Avatar Inc.
[AGENT][NEUTRAL] Mhm. And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for that. And Mr. [PII], is it alright if I place you on just a brief hold? I'm gonna reach out to broker resources and get you a representative.
[CUSTOMER][NEUTRAL] Sure, sure, sure, sure.
[AGENT][NEUTRAL] All right, hold on one moment, don't hang up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, you're welcome. Hold on one second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm doing good. I have a broker on the other line. He said, um, one of his groups called asking about um a plan that they're enrolled in in billing, and he wanted to talk to somebody about it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, did he give you the group number?
[AGENT][NEUTRAL] Yes, um, so we're talking to [PII], um, the group number is 25031.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 25031 let me pull it up real quick um [PII] Incorporated. OK, I will talk to [PII]. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. You're welcome. Hold on one second.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hi is this [PII]? Oh sorry. Hi.
[AGENT][POSITIVE] Sorry. Hey, I have [PII] with Broker Resources on the line. Thank you for holding and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]