AccountId: 011433970860
ContactId: 3a6513dd-c156-4daa-8557-a4d4a0a8d58c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218779 ms
Total Talk Time (AGENT): 115367 ms
Total Talk Time (CUSTOMER): 55891 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/3a6513dd-c156-4daa-8557-a4d4a0a8d58c_20250203T13:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, I wanted to make a payment. Can I give you the invoice number?
[AGENT][NEUTRAL] You want to make a payment, uh, payment for what?
[CUSTOMER][NEUTRAL] Or group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, our bill.
[CUSTOMER][NEUTRAL] The company's bill.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, you're calling from the group?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, uh go ahead and give me your name.
[AGENT][NEUTRAL] And Ida.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, all right. All right, [PII]. And what is y'all's group number?
[CUSTOMER][NEUTRAL] 24 34 9.
[AGENT][NEUTRAL] Alrighty, that's uh hold on just a moment. I'm gonna get you over to customer service so you can get to that correct department to do that, Ms. [PII], OK, so hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Yes, hi, hey [PII], this is [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing good, doing good. I have a group on the line that's wanting to pay some premiums, and I have her name and group number. Is it is it customer service or billing that I need to transfer this call to?
[CUSTOMER][NEUTRAL] Um, that will be billing, mhm.
[AGENT][POSITIVE] That's what that's kind of what I thought when I, I got customer. OK, well that's all I needed then. Thanks and have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Alright, bye.
[CUSTOMER][NEUTRAL] Goodbye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII] in good billing. How may I help you?
[AGENT][NEUTRAL] Yes, hi, [PII]. This is [PII]. How are you doing this morning?
[CUSTOMER][POSITIVE] I'm doing fine. OK. How are you? Thank you for asking.
[AGENT][NEUTRAL] Oh, I'm doing good, yeah, doing good, doing good. Hey, I have a group leader on the line, [PII] She's wanting to pay some premium billing or something. I'm not quite sure, but her name is [PII] and she said that the group number is 24349.
[AGENT][NEUTRAL] Does that help?
[CUSTOMER][NEUTRAL] 24349. Yes, sir.
[AGENT][NEUTRAL] That's what she said. Her name is [PII] said she's the group lead.
[AGENT][NEUTRAL] Let me give you this return call number in case something happens. It's [PII], yeah, [PII] and she's on my line.
[CUSTOMER][NEUTRAL] Yes, that's what I was just gonna ask.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'll see what I can do. And she wants to pay premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's what she's saying. Her name is [PII]
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Alrighty. Have a great day, girl.
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][NEUTRAL] OK, bye-bye.