AccountId: 011433970860
ContactId: 38b547f9-4efc-45f1-b819-a55a30dc8a23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96510 ms
Total Talk Time (AGENT): 25798 ms
Total Talk Time (CUSTOMER): 55844 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/38b547f9-4efc-45f1-b819-a55a30dc8a23_20250602T13:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] um in the client's name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't know why, but I got a call that patched directly through me that I think was for you guys.
[CUSTOMER][NEUTRAL] Um, the gentleman is wanting to update some billing information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So he said that his premium and stuff like his card got compromised and that all of that stuff comes out of his account so he's needing to update that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] That would be group billing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm sorry I I don't, um, I'm care team so it doesn't, I can't help with that.
[CUSTOMER][NEUTRAL] OK, I just, I truthfully was not 100% on if you guys handled any billing stuff or if it would go straight to group billing.
[AGENT][NEUTRAL] That's group billing.
[AGENT][NEUTRAL] No, not when it comes to that.
[CUSTOMER][NEUTRAL] OK, so it would go to group billing even though he is paying for his premiums himself?
[AGENT][NEGATIVE] Yeah, um, I don't we don't handle payments over the phone at all for the care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well he's not wanting to make a payment he's just wanting to update his information, but it would still go to them.
[AGENT][NEUTRAL] Yeah, especially but yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I'll give them a call thank you.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye