AccountId: 011433970860
ContactId: 40e166a8-ed2e-4a2f-bb14-c43103eef7c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94750 ms
Total Talk Time (AGENT): 24842 ms
Total Talk Time (CUSTOMER): 66676 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/40e166a8-ed2e-4a2f-bb14-c43103eef7c1_20250102T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. Listen, I have got group number 26127 on the line.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they are calling um.
[CUSTOMER][NEUTRAL] She was trying to add.
[CUSTOMER][NEUTRAL] Some members to the group for the accident, critical illness, and all that. And she's saying that she's getting an error stating that it was, the effective date is
[CUSTOMER][NEUTRAL] Pass the time?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And, and I apologize, and should I be calling the group billing or?
[CUSTOMER][NEUTRAL] I was looking in the um.
[CUSTOMER][NEGATIVE] Guru card and I couldn't see who to transfer this to.
[AGENT][NEUTRAL] Yeah, is she is she's trying to add someone, isn't that, uh, like customer service or enrollment maybe.
[CUSTOMER][NEUTRAL] Well, I was trying to look for the um quick connection I couldn't see yeah, I'm gonna get the I think it is customer service. I think I'll call them. I think.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's free. I was like, I don't know, but I'm gonna try. I.
[AGENT][POSITIVE] Yeah, it's OK and happy [PII]. I hope it was a good one for you.
[CUSTOMER][POSITIVE] Yeah, it was. I hope it was for you as well. Thank you for your help. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] You too.