AccountId: 011433970860
ContactId: 40f654a0-01c6-4419-94c1-0a615da80ed8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85599 ms
Total Talk Time (AGENT): 39427 ms
Total Talk Time (CUSTOMER): 39669 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/40f654a0-01c6-4419-94c1-0a615da80ed8_20250424T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I am calling on behalf of [PII] broker agent for our client [PII]. I am needing a copy of the, uh, most recent invoice, um, on file for the group.
[AGENT][NEUTRAL] OK, I can help you with that. Um, do you happen to have the group number for that employer group?
[CUSTOMER][NEUTRAL] Yes, the group number is 19,500.
[AGENT][NEUTRAL] Alright, let me pull that up. Give me just one second.
[AGENT][NEUTRAL] [PII] DOPA OK and you just need the most recent billing statement, billing invoice.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Was there anything else you need?
[CUSTOMER][NEUTRAL] Um, no, that's it, that's, that's all we're needing.
[AGENT][NEUTRAL] Um, where did you, would you like me to send that to you?
[CUSTOMER][NEUTRAL] Um, if you could please send it to [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII]. [PII]. OK, alright.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, all spelled out.
[AGENT][NEUTRAL] OK, I will send that over. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Nope, that's it that's all I was needing thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK, absolutely you have a great day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too bye.