AccountId: 011433970860
ContactId: 64be0098-b5c1-486a-8cdb-a2edf3984569
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 520919 ms
Total Talk Time (AGENT): 158238 ms
Total Talk Time (CUSTOMER): 105932 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/64be0098-b5c1-486a-8cdb-a2edf3984569_20250321T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, this is [PII]. I'm a broker here in [PII].
[CUSTOMER][NEUTRAL] I got an email from the billing department uh on a group of service, uh, it's group number 9966.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And there's been an error and I'd like to go over it with someone.
[AGENT][NEUTRAL] OK, so you received an invoice for the for that group?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] It was just a notice that they're delinquent.
[CUSTOMER][NEGATIVE] And they've had several changes and they've not gotten credit for those changes.
[AGENT][NEUTRAL] OK. Can I place you on a brief hold, [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] How do I
[AGENT][NEUTRAL] Gosh, I'm drawing a blank. How do I look up you're on mute? How do I look up a, uh, broker?
[AGENT][NEUTRAL] If he gives me the group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I didn't see him on the hot list.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII] and he gave me the group number.
[AGENT][NEUTRAL] 9966.
[AGENT][NEUTRAL] But he has a problem with his invoice and.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] EMPL too
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The Pulaski County commissioner.
[AGENT][NEUTRAL] No, that's what I need to do. OK, and then I don't know how to transfer how do I?
[AGENT][POSITIVE] Quick.
[AGENT][NEUTRAL] Connect
[AGENT][NEUTRAL] When I do the quick connect or do I, um, he can be on the line.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, OK, perfect. OK, thank you so much.
[AGENT][NEUTRAL] OK bye.
[AGENT][POSITIVE] OK, OK, perfect. Thank you. Bye.
[AGENT][NEUTRAL] I'm so sorry [PII] I was trying to um get the process um of where I need to transfer you because I'm actually we just do benefits and eligibility so I can't actually help you with the invoice but um do you mind if I verify just a few.
[CUSTOMER][NEUTRAL] OK, I, I'm sorry, I, I can ver.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Can I, can I stop you right there? I can, I can I stop you right there? I can barely hear you echoing. uh, is there, uh, you're on the speakerphone?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, I'm on a headset. How does that sound any better?
[CUSTOMER][NEUTRAL] Uh it's, it's echoing. I can barely understand you.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Let me um let's see.
[AGENT][NEUTRAL] Does that sound better?
[CUSTOMER][POSITIVE] That's better, yes.
[AGENT][NEUTRAL] Is that better? OK, I'm sorry about that. Um, [PII], could you please verify your
[CUSTOMER][POSITIVE] Sorry, no problem.
[AGENT][NEUTRAL] Email address for me?
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][POSITIVE] OK thank you
[AGENT][POSITIVE] So much, um, I'm gonna get you transferred to our group billing department and they're gonna be able to assist you with that invoice so if you'll just hold on the line and I'll get them.
[AGENT][NEUTRAL] Get, get them on the line for you, OK?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] OK, thank you so much. Thanks for your patience.
[CUSTOMER][POSITIVE] Sure, thank you.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] and um on the care team and I've got [PII], a broker. He's calling about a invoice, some invoice disc.
[AGENT][NEUTRAL] for his group.
[AGENT][NEUTRAL] And I've verified him.
[CUSTOMER][NEUTRAL] What's your number?
[CUSTOMER][NEUTRAL] What's that group number, love?
[AGENT][NEUTRAL] Uh, group number is 9966.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] And this, uh, this is my 2nd day, so when I, when I transfer the call, do I hit join? is that or join on the OK.
[CUSTOMER][NEUTRAL] Yes, yes, well, you can if you're gonna introduce me you can join, but if you just wanna give them to me you can just um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Swap
[CUSTOMER][NEUTRAL] What's the other one,
[AGENT][NEUTRAL] Swap
[CUSTOMER][NEUTRAL] Oh yeah, you don't wanna swap because that just goes directly to him join you wanna hit join. What's that invoice number?
[AGENT][NEUTRAL] Join OK.
[AGENT][POSITIVE] Oh, I'm so sorry. He didn't, I didn't get that. That's my bad. I'm sorry.
[CUSTOMER][NEUTRAL] OK, no worries, no worries, but it's 9966.
[AGENT][NEUTRAL] Yes, Pulaski County commissioner.
[CUSTOMER][NEUTRAL] And his
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] And I, yes, [PII] and I verified him so.
[CUSTOMER][NEUTRAL] OK, what's that callback number?
[AGENT][NEUTRAL] Oh gosh, I didn't get his number either. Goodness gracious, I was all flustered cause I.
[CUSTOMER][POSITIVE] It's OK. It's a learning curve, no worries, I totally get the phones are frustrated. Yes, no, that's fine. You can send them on over and I'll get it from them.
[AGENT][NEUTRAL] And one of these yet.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and to to confirm.
[AGENT][NEUTRAL] I just hit join and he'll be on the line with you and then do I leave the call?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is that how I do it?
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes ma'am. Oh, I'm sorry that you didn't hear me. Yeah, just join and then you can leave the call.
[AGENT][POSITIVE] OK, thank you so much thanks
[AGENT][NEUTRAL] You
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] for billing. How are you today?
[CUSTOMER][POSITIVE] I'm good. How about you?