AccountId: 011433970860
ContactId: 433b27b1-4600-4dac-9b07-9505a74a0bb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128000 ms
Total Talk Time (AGENT): 62718 ms
Total Talk Time (CUSTOMER): 28825 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/433b27b1-4600-4dac-9b07-9505a74a0bb1_20250205T16:53_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I need to access for one of my clients to be able to pay, um, APL through the website through the portal.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Do they not have an account already set up?
[CUSTOMER][NEUTRAL] No, they don't.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Let me uh get you over to um.
[AGENT][NEUTRAL] The link and they're gonna be able to set up that help you um set that group up or provide some instructions that the group can use to set up their online account.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] and Broker Resources. How are you?
[CUSTOMER][POSITIVE] Hi, I'm doing good how are you?
[AGENT][POSITIVE] Pretty good. I've got a broker online and she is inquiring about helping, um, having her group set up their account online so that they can pay their bill. Can you speak with her and provide her um with the details and instructions on getting that set up and helping the group make the payment? Perfect. Thank you. I don't have it. She and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, I can.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] So she's gonna have to give it to you, but uh she uh she'll, she has all of that information, so I'm gonna uh join her in. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's her name?
[AGENT][NEUTRAL] I don't have her name either. It's like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm sorry about it. It's been a weird call, so hold on.
[CUSTOMER][NEUTRAL] OK.