AccountId: 011433970860
ContactId: 38f45e79-91c2-4304-a5c8-4cc85811a185
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 42819 ms
Total Talk Time (AGENT): 17420 ms
Total Talk Time (CUSTOMER): 23629 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/38f45e79-91c2-4304-a5c8-4cc85811a185_20250523T17:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. This is how may I help you?
[CUSTOMER][NEUTRAL] Seniors wraps up front.
[CUSTOMER][NEUTRAL] Uh, yes, I want to know if we can set up auto payment for our payments.
[AGENT][NEUTRAL] Uh, no, uh, but groups can pay through the online service center. Are you calling from a group or an insured?
[CUSTOMER][NEUTRAL] A group. I pay, I pay online already, but um we're trying to set things up so it's autopay.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, no, ma'am, we don't have auto pay for groups.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that's what I wanted to know. Thank you. Have a wonderful day.
[AGENT][POSITIVE] Yes, ma'am. You too. Have a great weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm.