AccountId: 011433970860
ContactId: 229cddf1-891a-4997-97b5-ff0481994226
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96080 ms
Total Talk Time (AGENT): 24361 ms
Total Talk Time (CUSTOMER): 59131 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/229cddf1-891a-4997-97b5-ff0481994226_20250327T19:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you doing?
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] I'm doing good thank you um I was curious if you could help me with something um I had [PII] call me um in regards to group number 23143.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he said that the group hasn't received um the March bill yet and um and he said that the group would have issues seeing it on the OSC so I said I can submit a ticket for that um but I went into on base and I wasn't able to find the bill for it either. I've only been able to find the April bill and I was curious if you could just either explain it to me or just help me find the March bill.
[AGENT][NEUTRAL] Um, have you called the group billing department?
[CUSTOMER][NEUTRAL] No, I, I thought I called the group billing department. I'm so sorry.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, that's OK. It's the care team. I was like, well, let me see if I, I'm looking up the Google art.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, because when I press it said if you're looking for group billing, press 3 and so I press 3.
[AGENT][NEUTRAL] Oh, well, that's weird. Yeah, this is the care team, so I'm not sure why it came through to that.
[CUSTOMER][NEUTRAL] OK, yeah, that is odd. OK, let me try calling through billing then.
[AGENT][NEUTRAL] Strange.
[AGENT][POSITIVE] OK, OK, sounds good.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks, bye.
[CUSTOMER][NEUTRAL] Bye bye.