AccountId: 011433970860
ContactId: 6362ca91-c2cc-4cba-8372-6ca40c8628c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 551520 ms
Total Talk Time (AGENT): 88403 ms
Total Talk Time (CUSTOMER): 80439 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6362ca91-c2cc-4cba-8372-6ca40c8628c5_20250602T20:22_UTC.wav
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[AGENT][POSITIVE] Thanks for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. Um, I'm calling because we're trying to split up, uh, one of our groups for their billing, and we sent a couple of requests for this. I just wanted to check up on, on where it's at.
[AGENT][NEUTRAL] Yes, ma'am. [PII], what is the group number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is your group number?
[CUSTOMER][NEUTRAL] Group number is 637-868-6.
[AGENT][NEUTRAL] What's the name of the group?
[CUSTOMER][NEUTRAL] Helm Bank USA.
[AGENT][NEUTRAL] One moment
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I was able to find that. Great, let me just verify.
[AGENT][NEUTRAL] Please, can you give me the group address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have an email for the group?
[CUSTOMER][NEUTRAL] There's a couple emails for the group, uh, [PII].
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] Who are you calling? Are you calling with?
[CUSTOMER][NEUTRAL] Um, I'm no I'm the broker insurance consulting group.
[AGENT][NEUTRAL] You're the broker. OK, thank you, [PII]. give me a callback number please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. So you were telling me that you're trying to split the group's payment, is that correct?
[CUSTOMER][NEUTRAL] No, they, they, they're all under one like parent company which is Hell Bank USA, and then they have affiliates as well. Their affiliates are included under the current billing, so what we're trying to do is split up the billing so that everybody gets their own invoice for their own employees.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Give me just one moment. Let me see how I need to get to assist you with this, OK? I'm gonna place you on hold for just a brief moment, OK? Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Or it's still
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] I mean, [PII], are you there? OK, thank you so much for holding. What I'm gonna do is let you speak with someone. I was trying to figure out who I needed to connect with. Let you speak with someone in our new business department and they'll be able to assist you with that. But I'll go ahead and give them all your information, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, thank you, give me one moment.
[CUSTOMER][NEUTRAL] So, so somebody's gonna call me back?
[AGENT][NEUTRAL] No, ma'am. I'm gonna transfer you right now, so just stay on hold for me. I'm gonna have someone on the line to assist you, OK? All right. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK thanks alrighty.
[AGENT][POSITIVE] You're welcome. You have a great afternoon.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] get
[AGENT][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] I'm gonna send a request for someone to call you back. I wasn't able to reach anyone. Is this the best number to you on the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna send the request someone's gonna give you a call back, OK?
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] All right, thank you, thank you. Have a great afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thanks.