AccountId: 011433970860
ContactId: 25f37830-b94e-4174-a517-c8d5cb1ede24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57360 ms
Total Talk Time (AGENT): 17289 ms
Total Talk Time (CUSTOMER): 37338 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/25f37830-b94e-4174-a517-c8d5cb1ede24_20250619T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes [PII], this is [PII] in the claims department. I'm, I'm sorry, I'm having trouble with my phone. I hope you can hear me. I have a [PII] who is the, uh, representative of her group, and she's trying to make a payment now. We're fixing her account so that she can do this online.
[CUSTOMER][NEUTRAL] But we're she wanted to make a payment right now and I was wondering if uh um I talked to the care team and they said that I might need to talk to you about transferring her so that she can make a payment for the group right this moment.
[AGENT][NEUTRAL] What's that?
[AGENT][NEUTRAL] So the broker's trying to make a payment for the group?
[CUSTOMER][NEUTRAL] Uh, that's, that is what she is saying. She is the representative of this group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the broker can't do it, but if it's the group contact they can make a payment, but I, I can't take a payment would be the billing department.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] It be the billing department. OK, let me see if I can get in touch with them. um, OK, thank you. I appreciate it thanks.
[AGENT][POSITIVE] Uh, you're welcome. Yeah, bye.