AccountId: 011433970860
ContactId: 72f86599-d431-440a-8c4f-f2a97807db15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132119 ms
Total Talk Time (AGENT): 53599 ms
Total Talk Time (CUSTOMER): 53804 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/72f86599-d431-440a-8c4f-f2a97807db15_20250313T19:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] I'm doing fine, [PII], thank you for asking. How about yourself?
[CUSTOMER][NEUTRAL] I'm great. um I have an employer on the phone he's new and he's registered on the online service center and he's wanting to add a coworker to be able to access as well and he did that online yesterday and he was expecting her to get a invite on by email.
[CUSTOMER][NEUTRAL] To let her know that she could access the the the online service center did we send that out?
[AGENT][NEUTRAL] That that's automatic. What is, um, what is?
[AGENT][NEUTRAL] The group number and I can tell you what's going on.
[CUSTOMER][NEUTRAL] OK, 269-69.
[AGENT][NEUTRAL] 26969.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, she was supposed to um so you got [PII] on the phone, is that correct?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah [PII] and I verified the address and the phone number and all that kind of stuff.
[AGENT][NEUTRAL] You can, sorry, what's a good callback number?
[CUSTOMER][NEUTRAL] Uh, the number in the system that.
[CUSTOMER][NEUTRAL] It's with the [PII].
[AGENT][NEUTRAL] All right. You can send [PII] on and I'll see what's going on. I mean, yeah, she's supposed to get.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I guess he hung up.
[AGENT][NEUTRAL] Yes, she's supposed to get um an email on that and um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And I can't help him with that. I don't know about all that.
[CUSTOMER][NEUTRAL] Yeah, right, well I guess he'll call back if he needs anything else.
[AGENT][POSITIVE] All right. Well, I appreciate it. Well, hey, we tried.
[CUSTOMER][POSITIVE] All right, that's right. Yeah, thank you.
[AGENT][POSITIVE] All right, dear. Thank you.
[CUSTOMER][POSITIVE] Have a good day.