AccountId: 011433970860
ContactId: 6734773b-d7d5-4dd8-9fd9-23e9460153b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171139 ms
Total Talk Time (AGENT): 76414 ms
Total Talk Time (CUSTOMER): 44932 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/6734773b-d7d5-4dd8-9fd9-23e9460153b3_20250520T17:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling to see if my account is set up with automatic bill pay. Um, I just, I'm kind of poking around the website we're a newer, um account and so I don't believe that it is so I just wanted to check and see before I adjust it and make sure that the outstanding bills would be paid that way.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Ms. [PII], um, we can help you with the auto pay. Can I please get your group number?
[CUSTOMER][NEUTRAL] 80128
[AGENT][NEUTRAL] Alright, let me look that up real quick.
[AGENT][NEUTRAL] OK Miss [PII], can you please verify your address for your group and your callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you, and your phone number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna go ahead and um transfer you now on over to group billing.
[AGENT][POSITIVE] So that they can help you with the automatic payment information so it's gonna be a quick hold while I transfer you on over Miss [PII] and I'll let them know that you've already verified the group so you don't have to do that again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] All right. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling IPL. This is. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the care team. I've got Ms. [PII] on the phone. She is with group 80128.
[AGENT][NEUTRAL] And her callback number is [PII]. She's been verified and she is inquiring about automatic payments for her group.
[CUSTOMER][NEUTRAL] We don't do automatic payments.
[AGENT][NEUTRAL] OK. I'm gonna let her talk to you so that she can decide what to do from there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much, [PII].