AccountId: 011433970860
ContactId: 140ef18d-d82c-4489-b408-e745006b4e40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154380 ms
Total Talk Time (AGENT): 69665 ms
Total Talk Time (CUSTOMER): 51455 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/140ef18d-d82c-4489-b408-e745006b4e40_20250220T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with a broker's office and I'm calling because I need to get a bill um is it possible to get a bill sent over to me for a group we're holding their open enrollment today and we need their invoice.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you um with your bill uh or get you to the group billing department so that they can make sure that you get that invoice. Ms. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am and then what is the group number?
[CUSTOMER][NEUTRAL] 20799.
[AGENT][NEUTRAL] OK, let me look up that group real quick.
[AGENT][NEUTRAL] OK, and can you just verify the address of the group for me please?
[CUSTOMER][NEUTRAL] Oh hold on, let's say that is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much, Miss [PII]. I appreciate that. I'm gonna go ahead and get you on over to group billing now so they can help you um with your bill. It's gonna be a brief hold. Thank you. You take care. Thanks for calling APL.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, this is [PII] in the care team. I've got, um, hey, I've got Ms. [PII] on the phone. She's with the broker's office.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, she did verify the group and the group number is 20799.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she just needs help with the bill she is requesting that the bill come to her today and she's on the other line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Did she, did she happen to tell you what month?
[AGENT][NEUTRAL] No, she didn't.
[CUSTOMER][NEUTRAL] OK, [PII], OK, you can put her through. I'll see what I can help her with.
[AGENT][POSITIVE] OK. All right, thank you. Bye bye.
[CUSTOMER][POSITIVE] Alright, thanks [PII] mhm bye.