AccountId: 011433970860
ContactId: 2d32220d-55a7-4a12-850c-79a5c539adf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175740 ms
Total Talk Time (AGENT): 76246 ms
Total Talk Time (CUSTOMER): 40293 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/2d32220d-55a7-4a12-850c-79a5c539adf1_20250227T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, uh, good morning. My name is [PII]. I'm calling in reference to some issues.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Um, with my, uh, group plan.
[AGENT][NEUTRAL] OK, and I'm sorry, the phone cut out just a little bit, Miss [PII]. What was um the reason why you were calling for your group plan?
[CUSTOMER][NEUTRAL] Uh, billing issues?
[AGENT][NEUTRAL] OK, billing issues. Got you. OK, and what is your group number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, it is.
[CUSTOMER][NEUTRAL] Give me one second, let me just uh 22208.
[AGENT][NEUTRAL] OK, let me look that group up real quick.
[AGENT][POSITIVE] OK, thank you so much and can you please verify your email address for me?
[CUSTOMER][NEUTRAL] Uh, yes, uh, you said mailing address or email?
[AGENT][NEUTRAL] Email please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, I appreciate you verifying that. I am going to go ahead and transfer you to group billing so that they can help you with your issues on your invoice, OK, Ms. [PII]?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, it's gonna be a brief hold and I'm gonna let them know you verified the group so you don't have to do that process again.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Ms. [PII] on the phone. She's with a group number 222-08. She's calling from area code [PII].
[AGENT][NEUTRAL] I verified her and she's calling because she has issues with her invoices.
[CUSTOMER][NEUTRAL] OK. You can send it to me.
[AGENT][POSITIVE] OK have a good day bye bye.
[CUSTOMER][POSITIVE] Thanks, you too.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?