AccountId: 011433970860
ContactId: 6afee8c7-43f0-4a15-b86c-875a550b1755
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86180 ms
Total Talk Time (AGENT): 38141 ms
Total Talk Time (CUSTOMER): 48491 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/6afee8c7-43f0-4a15-b86c-875a550b1755_20250619T15:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes [PII], this is [PII] in uh the claims department. I have a broker online. um, he's trying to get on to the to the OSC, and she's having trouble with. I tried to help her, um, she is going to send in a request to the care team to, to have her, uh, I think her email that we have a problem with that. The problem is is that she's wanting to pay a bill right now over the phone and um.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was the reason I was calling is that I'm not sure whether I need to contact you at your group as the the ambassadors of the for the the OSC or um.
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] You do, uh, that's why I supposed you're doing.
[AGENT][NEUTRAL] So here's the thing. So for the issues with online service center, she needs to go to Broker Resources. If she wants to make a payment right now, that's group billing. I don't believe that Broker Resources can take payment, so I think she should, it depends on what she wants to do. Um, I mean, you can transfer her to me, but I'm just going to send her to one of them because I can't, if there's anything broker, broker resources, they told us. Unless it's a payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] So that's what um I'm trying to find their uh do you have their um extension or no actually I think I can find it. OK, that's great and I'll just go ahead and try that.
[AGENT][POSITIVE] You OK? All right. Well, have a good day.
[CUSTOMER][POSITIVE] OK, thank you.