AccountId: 011433970860
ContactId: 6380eb6b-25eb-4876-98bd-f6b134ebfa95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119169 ms
Total Talk Time (AGENT): 47218 ms
Total Talk Time (CUSTOMER): 45428 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/6380eb6b-25eb-4876-98bd-f6b134ebfa95_20250318T14:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], can I please speak to [PII]?
[AGENT][NEUTRAL] OK. Um, may I ask who's calling, please?
[CUSTOMER][NEUTRAL] This is [PII] from NAS.
[CUSTOMER][NEUTRAL] I need [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and um Miss [PII], do you have a group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Actually, yes. Um 26728.
[AGENT][NEUTRAL] OK, what is that please?
[AGENT][POSITIVE] OK, let me pull up your group real quick and we'll make sure we get you to [PII].
[CUSTOMER][NEUTRAL] Are you in billing?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] See, I don't understand. I, I pressed the prompt for billing and I always get somebody in whatever that care department.
[CUSTOMER][NEGATIVE] I don't understand what the point is for the.
[CUSTOMER][NEUTRAL] For the prompts to go to the different departments.
[AGENT][NEUTRAL] Well, all the calls come through the care department first because we have to verify who's calling like I'm gonna need to verify your group before I transfer you on over to [PII] and then I'll also have to check to see if she's available so everything comes.
[CUSTOMER][NEUTRAL] See, but that's just it. We're, we're, we're like a GA. We have a bunch of groups, so I don't wanna go through the having to verify the group because I just wanna talk to her about the billing on this group.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. All right. and Ms. [PII], I, I understand that, that you're trying to get straight to [PII]. Can you please uh give me your last name?
[CUSTOMER][POSITIVE] You know what, that's OK. Never mind. Thank you.