AccountId: 011433970860
ContactId: 30828f5a-7db7-436c-9396-489e925e6712
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232720 ms
Total Talk Time (AGENT): 77154 ms
Total Talk Time (CUSTOMER): 68718 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/30828f5a-7db7-436c-9396-489e925e6712_20250623T14:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is [PII] calling. Um, I'm calling on my group for Quest group Search from a broker. It's 261-777.
[AGENT][NEUTRAL] OK, and you're with the broker or are you with the group?
[CUSTOMER][NEUTRAL] I'm the broker.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then do you have a good callback number?
[CUSTOMER][NEUTRAL] Um, yeah, sure, it's uh [PII].
[AGENT][POSITIVE] OK, and then how can I help you today?
[CUSTOMER][NEUTRAL] Um, so they got a notification that their May invoice was not paid. It was past due, but they have, they said they paid it on the [PII], and they have it showing and they showed me like the bank ACH that came out.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I paid it on [PII].
[CUSTOMER][NEUTRAL] That's what they said, yeah.
[AGENT][NEUTRAL] Let me get you to our group billing because they have access to things that I don't um that I can't see because I'm just on the care team so um do you mind if I get you transferred over there?
[CUSTOMER][NEUTRAL] Uh, sure. Also, I can't download invoices. It's just, it's like opening up the people on the invoice, but it's not letting me download a PDF of the invoices, and I know it's a new system, but I don't know how to do that or if I need them to send it to me. I have done that too.
[AGENT][NEUTRAL] OK, um, they might have to transfer you to broker resources on that piece. So do you wanna go to broker resources first or to, um, group billing?
[CUSTOMER][NEUTRAL] Group billing.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII] on the care team. I've got a broker on the line. He's the broker for a group, and he said that the group said that they paid their invoice by ACH on [PII] for May, and I can't see that. So, um, would you be able to help him?
[CUSTOMER][NEUTRAL] Yeah, what's the group number?
[AGENT][NEUTRAL] Group number is 261-777.
[CUSTOMER][NEUTRAL] What's his name?
[AGENT][NEUTRAL] Name is [PII], uh, last name [PII], or he's a, um, broker, yeah.
[CUSTOMER][POSITIVE] It's all right.
[CUSTOMER][NEUTRAL] And did you get a callback number for him?
[AGENT][NEUTRAL] Uh, it's the callback on the screen, [PII].
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Alright, I'm ready for him whenever you are.
[AGENT][NEUTRAL] OK, I'm gonna introduce you and then I'll release it, OK?
[CUSTOMER][POSITIVE] Thanks so much.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], I've got [PII] on the line. She's gonna be able to assist you, OK?
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, hi [PII], you're actually, how are you?
[CUSTOMER][NEUTRAL] I