AccountId: 011433970860
ContactId: 71af2b7a-539c-4f7d-802b-f76f0ae93acd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72739 ms
Total Talk Time (AGENT): 22499 ms
Total Talk Time (CUSTOMER): 41039 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/71af2b7a-539c-4f7d-802b-f76f0ae93acd_20250204T20:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], uh, this is [PII]. I'm calling from [PII]. Um, this is a new entity with a new employee, and we received, I believe, uh, our first bill from you guys, and I want to confirm that this is in fact the first bill and secondly.
[CUSTOMER][NEUTRAL] If there is any other way to pay this balance instead of just uh mailing a check, we would prefer to be able to wire the money or set up auto pay or any any other similarity.
[AGENT][NEUTRAL] OK, um, I do apologize. It's a little bit difficult to hear you. Uh, the mic sounds a bit muffled. Um, what did you say your name was? I'm sorry?
[CUSTOMER][NEUTRAL] Oh, my name is uh [PII].
[AGENT][NEUTRAL] [PII], OK, and are you, I'm so sorry again was this for uh a group? Are you the group, um, admin [PII], or is this for an individual policy? OK.
[CUSTOMER][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] No, I'm, I'm the group admin.
[CUSTOMER][NEUTRAL] Hello?