AccountId: 011433970860
ContactId: 3dcc850e-3c61-4b4d-8f9a-4b03f29d1806
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 42139 ms
Total Talk Time (AGENT): 22539 ms
Total Talk Time (CUSTOMER): 24830 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/3dcc850e-3c61-4b4d-8f9a-4b03f29d1806_20250121T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] It's good. How are you?
[CUSTOMER][NEUTRAL] Doing alright thank you. I've got a group admin on the line uh she had a question about one of their invoices uh regarding one of the individuals uh premium amount.
[AGENT][POSITIVE] That's gonna be customer service.
[CUSTOMER][NEUTRAL] Is that OK thank you get it so confused I think.
[AGENT][NEUTRAL] Unless it's that well unless it's like they were double billed or something like that, then we could help but.
[CUSTOMER][NEUTRAL] No, it's this premium amount. I know I hear bill and invoice and I'm like billing.
[AGENT][NEUTRAL] Uh, no, any, any time it's regarding the actual premium or coverage type, the, uh, that's gonna be customer service.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] All right, appreciate it. Sorry. Thank you, bye.
[AGENT][POSITIVE] No problem. You're welcome. All right.