AccountId: 011433970860
ContactId: 7066eb3d-ccf3-4a62-a4e4-fcfba8004c93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73129 ms
Total Talk Time (AGENT): 32120 ms
Total Talk Time (CUSTOMER): 28151 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/7066eb3d-ccf3-4a62-a4e4-fcfba8004c93_20250129T23:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, who is this?
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] This is [PII] on Burger Resources. Can you look at this group with me real quick?
[AGENT][NEUTRAL] Yeah, what's a good number?
[CUSTOMER][NEUTRAL] It is 21254.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, so it's in renewal hold and the broker is emailing asking if we can take it out of renewal hold so the group can pay their February invoice online.
[AGENT][NEUTRAL] Um, I
[AGENT][NEUTRAL] Don't believe that [PII] do that?
[CUSTOMER][NEUTRAL] I don't know. I don't do you know who would release it?
[AGENT][NEUTRAL] Um, renewal hold if billing can do it, it would be a manager like [PII] or [PII], but I believe that would be, uh, um, who handles, uh, you're not, you're in broker resources I think it would be like new business. It's not new business then customer service, but I believe it's one of those too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] OK, it wouldn't be OK, I called billing because I wasn't sure, so, OK, perfect, thank you so much.
[AGENT][POSITIVE] Yeah, yeah, no problem.
[CUSTOMER][NEUTRAL] Mhm bye bye.