AccountId: 011433970860
ContactId: 19a3befb-e7a7-45af-9143-be2140da9c0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77040 ms
Total Talk Time (AGENT): 22972 ms
Total Talk Time (CUSTOMER): 42368 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/19a3befb-e7a7-45af-9143-be2140da9c0b_20250624T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Boardroom communications, and I received um the email that I click on the link to get our invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm not able to get in like I normally am and I'm not sure what I need to do.
[AGENT][NEUTRAL] You'll need to create a new online service center account we launched a new one, so everybody has to create a new um log in.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, so, um, the we're a client we're a client. I mean we have our insurance through you so I would put insured.
[AGENT][NEUTRAL] No, a group.
[CUSTOMER][NEUTRAL] Or provider
[AGENT][NEUTRAL] A group.
[CUSTOMER][NEUTRAL] A group. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and then I just need to put our group number and all of that information?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. I, I will work on that. I appreciate your help, [PII].
[AGENT][POSITIVE] No problem, sir. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Not at the moment if I guess if I have any more problem, I will give you a call back.
[AGENT][POSITIVE] All right, sounds good. Well, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you.