AccountId: 011433970860
ContactId: 3ccc6e21-fcf2-4b75-80f4-a7c735158fdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95040 ms
Total Talk Time (AGENT): 27090 ms
Total Talk Time (CUSTOMER): 51454 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/3ccc6e21-fcf2-4b75-80f4-a7c735158fdb_20250122T16:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How, how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um I don't know I've got a group admin on the line and she's calling regarding a letter she received from us um with a check for um like a refund amount is what she said for premium for some lapsed members and she had several questions about it. I don't know how to look at correspondence for groups in Onase, so I wasn't quite sure what to tell her.
[AGENT][NEUTRAL] OK, it probably came from the billing department, but um what's the group number?
[CUSTOMER][NEUTRAL] OK, I hear correspondence and I think customer service, so I'm sorry, um, it's uh 253-09.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] 309. Let me check and see if there's anything.
[CUSTOMER][NEUTRAL] I see the note, um.
[CUSTOMER][NEUTRAL] About it, but I don't see, I don't know who it was.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I don't even see a note.
[CUSTOMER][NEUTRAL] 00 the only note I saw was the group overpayment.
[AGENT][NEUTRAL] Oh, I see it. Uh.
[AGENT][NEUTRAL] Yeah, that needs to go to.
[CUSTOMER][NEUTRAL] But I don't know how to view the, OK, the billing.
[AGENT][NEUTRAL] Yeah, that needs to go to billing.
[CUSTOMER][POSITIVE] OK, OK all right well I appreciate it thank you sorry about that.
[AGENT][POSITIVE] Alright, that's no problem thank you.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Goodbye.