AccountId: 011433970860
ContactId: 411088ec-8a71-4eeb-94b8-223f4ff6cf3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224460 ms
Total Talk Time (AGENT): 84372 ms
Total Talk Time (CUSTOMER): 50474 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/411088ec-8a71-4eeb-94b8-223f4ff6cf3c_20250130T15:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII]. Um, I'm calling you because I see that there's, uh, a new policy that was added to the latest bill, and I just wanna make sure that that is correct.
[AGENT][NEUTRAL] OK, I can help you with your bill um can you please give me your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is your um group number please.
[CUSTOMER][NEUTRAL] 17243
[AGENT][NEUTRAL] Thank you and what is your callback number just in case our call gets disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me pull up your group real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your email address for me?
[CUSTOMER][NEUTRAL] The billing address?
[AGENT][NEUTRAL] Your your personal email address with for the company.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you Miss [PII]. I appreciate you verifying that information. I'm gonna go ahead and transfer you now on over to group billing, uh, so they can, uh, check out the invoice for you and make sure that the insured you wanted added are there, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, it's gonna be a brief hold. Thank you for calling Miss [PII]. You have a good rest of your day.
[CUSTOMER][NEUTRAL] Oh, I'm, I'm sorry, I'm sorry. What, what did you say? I'm sorry. I thought I was gonna, I was holding.
[AGENT][POSITIVE] You are. I just said you have a good rest of your day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Oh OK it's just that you're breaking up. OK, so I'm gonna, you're gonna transfer me thank you.
[AGENT][NEUTRAL] And then, yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] This is [PII] in the care team. I've got Miss [PII] on the phone. She is with group 17243.
[CUSTOMER][NEUTRAL] 1724.
[AGENT][NEUTRAL] And she is calling.
[AGENT][NEUTRAL] Yes, she's calling because she has some questions about some insured for her invoice.
[AGENT][NEUTRAL] And I did verify her.
[CUSTOMER][NEUTRAL] OK, and is her callback number the [PII]?
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send her over.
[AGENT][POSITIVE] OK, thank you. Have a good day bye bye.
[CUSTOMER][NEUTRAL] You too.