AccountId: 011433970860
ContactId: 168c5eab-9cbe-47f8-8ca5-c56e30e66ef9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251440 ms
Total Talk Time (AGENT): 100820 ms
Total Talk Time (CUSTOMER): 124275 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/168c5eab-9cbe-47f8-8ca5-c56e30e66ef9_20250520T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I?
[AGENT][NEUTRAL] And help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] calling from group number 256-68.
[AGENT][NEUTRAL] OK, Ms. [PII]. Hi, how can I help you today?
[CUSTOMER][NEUTRAL] I'm trying to uh edit, um, the bill, um, the, the group bill, but it's not letting me look like I had saved, um.
[CUSTOMER][NEUTRAL] And when I tried to um what do you say I edit, you know something else because I found a couple of more um employees that dropped from our plan um it won't let me it just gives me like um the option to open it as an Excel but it's not like to edit to to be able to print the bill.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Can you help me with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, uh, I should be able to help you.
[AGENT][NEUTRAL] I'm gonna get some information from you real quick and.
[AGENT][NEUTRAL] Um, let me look up your group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you very much and let me pull up.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Your online service center real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], can you please verify your um.
[AGENT][NEUTRAL] Email address for me?
[CUSTOMER][NEUTRAL] Mm, well, it's under [PII], it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then can you also verify the group physical address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII] is our zip code.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Is um Miss [PII] available for me to talk to because you're not on the group as far as the contact person and I can only discuss information with the contact person.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][NEUTRAL] Um, she is right now attending, um.
[CUSTOMER][NEUTRAL] A a training in another building, so it will be hard for me to get a hold of her until tomorrow morning.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, if you can.
[CUSTOMER][NEGATIVE] Um, and I'm over here trying to process this so I can get this to accounting to pay, but it's giving me a hard time.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am I understand unfortunately I will have to speak with the group contact and or to be able to give you further assistance it's a security reason so if Miss [PII] can call back when she's available so that we can help with this, OK?
[CUSTOMER][NEGATIVE] OK then can you make a note that this bill is gonna be late because of that because right now I can't get in there and I can't edit.
[CUSTOMER][NEUTRAL] So I can't take it to accounting the way it is it.
[AGENT][NEUTRAL] OK. I will make a note.
[CUSTOMER][NEUTRAL] OK, and what is your name?
[AGENT][NEUTRAL] Yeah, I understand, and I will make sure my name is [PII].
[CUSTOMER][NEGATIVE] Oh this is frustrating mhm I'm sorry, sorry?
[AGENT][POSITIVE] My name is [PII], yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEGATIVE] Uh, you're cutting off. Can you tell me your name? No, mhm.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEGATIVE] [PII] sorry, OK, let me see if I can get a hold of [PII], um, during a training and this is ridiculous. OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a wonderful day.
[CUSTOMER][POSITIVE] Have a good day bye.