AccountId: 011433970860
ContactId: 6fee4c94-9425-4754-a9c7-f87bed954958
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71040 ms
Total Talk Time (AGENT): 16381 ms
Total Talk Time (CUSTOMER): 41181 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/6fee4c94-9425-4754-a9c7-f87bed954958_20250408T13:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning, [PII]. This is [PII] in customer service. I have Miss [PII] with Hale and Primary Care Partners. Um, group number is 21.
[CUSTOMER][NEUTRAL] 356.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and she's calling because the contact person is no longer, uh, working with them and she was, um, trying to get, um, the account information so they can set up their own and pay the bill for this month.
[AGENT][NEUTRAL] OK. All that needs to be done in writing.
[AGENT][NEUTRAL] In an email.
[CUSTOMER][NEUTRAL] All right, mhm, OK, um, and would that go to the care team or would it be to broker resources email?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, if it's just the group contact, it just needs to go to the care team and, and then y'all do the request.
[CUSTOMER][POSITIVE] OK. All right. I got it.
[CUSTOMER][POSITIVE] OK. Uh, I'll let her know that. Thank you.
[AGENT][POSITIVE] You're welcome.