AccountId: 011433970860
ContactId: 14d816b3-a50e-4efc-800d-7889384a8520
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260730 ms
Total Talk Time (AGENT): 83516 ms
Total Talk Time (CUSTOMER): 95609 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/14d816b3-a50e-4efc-800d-7889384a8520_20250602T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? Um, my name is [PII]. I'm calling from KPS Life. We are an employer with your plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I can no longer log into the portal for the billing, and my colleagues can't either.
[AGENT][POSITIVE] Yes ma'am, they have updated. They've launched a new site and they're having a few glitches. They're working out today. Our IT department is on it though, and they hope to get it resolved within 24 hours. Is there anything that I can help you with maybe?
[CUSTOMER][POSITIVE] OK, great, we'll just try again in the next couple of days.
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] Is there anything that I can maybe help you access for the moment?
[CUSTOMER][NEUTRAL] Well, I was just gonna kind of review the bill. I typically do it online that way I can just make changes on there, but I can wait a day or two if it's, if you guys know about the issue and are resolving it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, we do, and they are working on it.
[CUSTOMER][NEUTRAL] OK, well then I'll just check back.
[AGENT][NEUTRAL] Alright, well thank you for calling API if you have any questions or if you need to get that invoice now we can always send it in Excel or PDF form, however you'd like.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know what? Sure, I think you might let me I might one of my colleagues might already have it, but maybe you could just email it to me.
[AGENT][POSITIVE] Absolutely. What's your group number?
[CUSTOMER][NEUTRAL] Uh, my group number, is that what you said? That's a good question.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mm, let me go to a previous bill and get that.
[CUSTOMER][NEUTRAL] Our group number is 25482.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And would you just do me a favor and give me your mailing address and phone number just so I can make sure I have the right one pulled up here.
[CUSTOMER][NEUTRAL] Yeah, so mailing address is [PII].
[CUSTOMER][NEUTRAL] What is our phone number? I don't know if I have my, I think it's probably our main phone number which I have to look up.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] You have [PII]?
[AGENT][NEUTRAL] No, ma'am, I have one that starts with the area code [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Well then I don't know whose number you have because otherwise I was gonna give you mine, but that's not mine.
[AGENT][NEUTRAL] Um, what's your last name?
[CUSTOMER][NEUTRAL] It might be, mm.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I have you in your email address down here as a contact, but the number I have ends in [PII].
[CUSTOMER][NEUTRAL] Let me see, hold on one second. Maybe you have [PII].
[AGENT][NEUTRAL] Maybe an [PII]?
[CUSTOMER][NEUTRAL] I'm gonna look
[CUSTOMER][NEUTRAL] Oh let me look [PII]'s number up then.
[CUSTOMER][NEUTRAL] The change
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Do you have [PII]?
[AGENT][NEUTRAL] Yes ma'am, that's what I've got. OK, so you would like the May invoice?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that the one that we have right now? I guess so because in June, no I have the main invoice it's the June invoice I'm looking for.
[AGENT][NEUTRAL] OK, alright, I will get that over to your email is [PII] [PII] OK?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, I will get that over to you and you would like an Excel format?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Excel or PDF is fine.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] 25482.
[AGENT][NEUTRAL] [PII]. All right, I'll get that right over to you.
[CUSTOMER][POSITIVE] Thanks so much.
[AGENT][POSITIVE] Yes ma'am I hope you have a great day thanks for calling ATL.
[CUSTOMER][POSITIVE] You too OK bye bye.
[AGENT][NEUTRAL] Bye bye.