AccountId: 011433970860
ContactId: 62206eaf-dc56-402c-bba1-48bbb696bf1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159820 ms
Total Talk Time (AGENT): 66957 ms
Total Talk Time (CUSTOMER): 52072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/62206eaf-dc56-402c-bba1-48bbb696bf1e_20250326T15:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with SSLRE Group.
[AGENT][POSITIVE] Hey [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Um, we received our April invoice, um, invoice number ending in 5319, and.
[AGENT][NEUTRAL] Do you need to be in the billing department or you calling about a claim because this is the claims department. I don't mean to cut you off.
[CUSTOMER][NEUTRAL] Oh, I know billing please.
[AGENT][NEUTRAL] Alrighty, so what is your, you're calling from, what your name is [PII] and you're calling from what company?
[CUSTOMER][NEUTRAL] [PII], last name is Webb, S F L R E group.
[CUSTOMER][NEUTRAL] Our group number is 24214.
[AGENT][NEUTRAL] OK, and what's the callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you, so let me transfer you to the billing department.
[AGENT][POSITIVE] So do you mind holding? You're welcome. Thanks for calling APL. You're welcome. Thanks for calling APL and have a great day. Hold one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No, thank you very much.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you doing?
[CUSTOMER][POSITIVE] Good. How are you?
[AGENT][POSITIVE] I'm great, thanks for asking. [PII]. I have someone by the name of [PII] on the phone. She's calling in regards to a group and I can give you the group number when you're ready for it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] 24214.
[AGENT][NEUTRAL] She says for SSLRE group.
[CUSTOMER][NEUTRAL] OK, I see it.
[AGENT][NEUTRAL] She's calling in regards to an invoice. Her callback number is the [PII], and I didn't verify anything because she didn't provide a policy number. She was calling about billing.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] Thank you. Have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Hello Ms. [PII], I'm gonna leave you transfer you over to the billing department and thank you for holding. Have a good day. Goodbye.
[CUSTOMER][POSITIVE] Thank you. You too.