AccountId: 011433970860
ContactId: 5fac1a65-9db2-45fc-8766-f3c2ec58b188
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156869 ms
Total Talk Time (AGENT): 43729 ms
Total Talk Time (CUSTOMER): 57269 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/5fac1a65-9db2-45fc-8766-f3c2ec58b188_20250424T14:47_UTC.wav
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[CUSTOMER][POSITIVE] The super important.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK. Hi, uh, who can I speak with to pay a monthly premium? Hey.
[AGENT][NEUTRAL] Um, let me just get you. Do you have a, is it for yourself or group or?
[CUSTOMER][NEUTRAL] Yeah. For a group, group? [PII]. [PII].
[AGENT][NEUTRAL] Can I get your name?
[AGENT][NEUTRAL] So the group number [PII]?
[AGENT][NEUTRAL] And then do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get you over to our billing department and they'll be able to take that payment. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] on the care team and I've got a group that would like to make a payment.
[CUSTOMER][NEUTRAL] Oh, OK, let's see here.
[CUSTOMER][NEUTRAL] Let me just get this pulled up real quick.
[CUSTOMER][NEUTRAL] If I could spell.
[CUSTOMER][NEUTRAL] Alright, what's that group number?
[AGENT][NEUTRAL] The group number is 80087.
[CUSTOMER][NEUTRAL] 0 29. Let's see.
[CUSTOMER][NEUTRAL] Come on, pull it up.
[CUSTOMER][NEUTRAL] Oh, they don't have any outstanding invoices. OK, um, what's the person's name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And got her callback number.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, I'm ready for whenever you are.
[AGENT][NEUTRAL] OK, I'm gonna get her on the line and let her introduce you. You said [PII], right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], I've got [PII] on the line. She's gonna help you with that, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you.