AccountId: 011433970860
ContactId: 67942d1b-dc7c-4369-b630-ec808aa0bdaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87680 ms
Total Talk Time (AGENT): 41321 ms
Total Talk Time (CUSTOMER): 53747 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/67942d1b-dc7c-4369-b630-ec808aa0bdaf_20250602T13:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in the claims team. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you doing?
[CUSTOMER][NEUTRAL] I'm doing well um I have received a call from an insured that is needing to update some billing information. He said that some of this information was compromised, so some of that has changed and um so I have verified him um but I cannot handle that so I wanted to get him transferred.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, now, is, is it an individual policy or is it a group or is it a group admin?
[CUSTOMER][NEUTRAL] Yeah it's an individual because he said that um his premiums and stuff come out of his account and some information's been compromised so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's actually gonna be on the care team because I can only do the group.
[CUSTOMER][NEUTRAL] I called the care team and they told me to call billing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't, I don't, yeah, I mean, you're right it is.
[CUSTOMER][NEUTRAL] So cause I thought it was secure team.
[AGENT][NEUTRAL] I don't want them to have to
[CUSTOMER][NEUTRAL] OK, because group billing would be for groups.
[AGENT][NEUTRAL] Access, yeah.
[AGENT][NEGATIVE] I know, I'm frustrate you by any means because I made a promise that I, I wouldn't be able to handle that.
[CUSTOMER][NEUTRAL] No, that's OK, that's OK. Give me just a second and um well you don't have to give me a second. I'll reach out to somebody.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] OK. Thanks, [PII]. Have a good day, OK? You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. All right, bye-bye.