AccountId: 011433970860
ContactId: 819fbfcb-8a87-4d2b-8383-040149e12c0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75800 ms
Total Talk Time (AGENT): 37961 ms
Total Talk Time (CUSTOMER): 28367 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/819fbfcb-8a87-4d2b-8383-040149e12c0d_20250603T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, is it possible to set up automatic payments or you have to like log in every month?
[AGENT][NEUTRAL] Um, for an individual policy or for a group?
[CUSTOMER][NEUTRAL] Group.
[AGENT][NEGATIVE] No, unfortunately there's not uh automatic draft payment available for groups.
[CUSTOMER][NEUTRAL] OK, so if I wanna pay you in in I click on the invoice because I, it's a new like website I guess right now.
[AGENT][NEUTRAL] Yes, yes, um, it did undergo, yeah, big change, uh, yes, uh, so if you had created a new account for the group, um, yes, you would go to invoices if you don't see one that's open, uh, that simply means there's not one available to pay just yet.
[CUSTOMER][NEUTRAL] Actually
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Then I'll wait. Thank you.
[AGENT][POSITIVE] Alrighty, of course, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, it's kind of confusing because it's new, but I, yeah, but we'll understand it eventually. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Might still be good. Oh yes, yes, thank you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Bye bye.