AccountId: 011433970860
ContactId: 78671b59-d39b-463f-a7a9-619f45ad7d47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135880 ms
Total Talk Time (AGENT): 27949 ms
Total Talk Time (CUSTOMER): 75973 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/78671b59-d39b-463f-a7a9-619f45ad7d47_20250623T12:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I'm the employer.
[CUSTOMER][NEUTRAL] And I and I try to pay my bill.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] I already put everything there and uh I think the application is I don't know what's going on.
[CUSTOMER][NEUTRAL] I think maybe you can help me about it.
[AGENT][NEUTRAL] OK, let's start with your group number.
[CUSTOMER][NEGATIVE] The group number, that's the problem if I give you the uh the company name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's South Florida Institute of Technology.
[AGENT][NEUTRAL] Say that one more time.
[CUSTOMER][NEUTRAL] South Florida Institute of Technology.
[CUSTOMER][NEUTRAL] For some reason I can log me in.
[AGENT][NEUTRAL] Have you created a new um account with the online service center? we um launched a new online service center so everybody has to create a new account.
[CUSTOMER][NEUTRAL] Oh, I see, I see, I, I, OK, I got you there. I have to create my own, uh, another like a new customer then.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, I have two. I have 4 agent or broker group insurance provider. Which one should I choose?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You're a group.
[CUSTOMER][POSITIVE] I'm a good OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, ask me for a group number. OK, I get, I get that. Do, do you know my group number?
[AGENT][NEUTRAL] I, I do not spell the first word of the group.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Spell the first word of the group name?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't know what is the group number. I, I find out. I find out. I didn't know I have to open that. You should, you should tell the customer, you know, that we have to, uh, open to register once again.
[CUSTOMER][POSITIVE] I know that you changed your website. Alright, let me, let me do that when I get to my company then. Thank you, man.
[AGENT][NEUTRAL] Yeah, OK.