AccountId: 011433970860
ContactId: 74d03fac-c98a-44b3-bef1-9937d8056e53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91879 ms
Total Talk Time (AGENT): 35131 ms
Total Talk Time (CUSTOMER): 50307 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/74d03fac-c98a-44b3-bef1-9937d8056e53_20250507T16:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I have uh M. [PII] on the phone, and she has been verified. She is with Group 80127.
[CUSTOMER][NEUTRAL] She is calling first because she wanted to see if she can have her um invoice premiums automatically bank drafted and I told her at this time we don't have that option that she would have to verify through the OSC every month but then now she's asking can somebody please email her an invoice every month.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The email they do generate an email every month, but she has the issue type they have it set to uh paper so I can change it to electronic, um, but if, uh, she needs to talk to someone in billing, I can, uh, help her with that. But yeah, uh, or if you wanna let her know that we'll change it to electronic delivery, um, we'll do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well I can just go back to her and tell her it's gonna be changed to electronic delivery for her that way we don't have to transfer her again. OK, thanks [PII] I appreciate it.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem. No problem. I'm changing that right now so you can let her know that it'll be for next month. OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will sure let her know. Thank you.
[AGENT][POSITIVE] No problem bye [PII].
[CUSTOMER][NEUTRAL] Bye-bye, [PII].