AccountId: 011433970860
ContactId: 82a11554-1e3e-41d0-93b9-962462b04a32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142160 ms
Total Talk Time (AGENT): 36772 ms
Total Talk Time (CUSTOMER): 71978 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/82a11554-1e3e-41d0-93b9-962462b04a32_20250605T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII] in billing.
[AGENT][NEUTRAL] Oh hi [PII], how's it going?
[CUSTOMER][NEUTRAL] Um, good, how are you? So I have a, um.
[CUSTOMER][NEUTRAL] Uh, someone from an attorney's office on the line that's calling, uh, to verify like they want like information about claims that we paid and also the um like what the group has paid on the insured and she said some other information that she wanted to verify and uh I asked the group chat and [PII] told me to send it to the care team.
[AGENT][NEUTRAL] Interesting. OK, I'm trying to think because I think recently we had, uh, dealt with this too, so I'm, uh, I don't know who it's OK, um, that's all right, we could go ahead and just give it a shot, um, that we'll, we'll just see what happens. Um, did you get their, uh, their name and all of that?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, her name is [PII] and she's calling with Wharton Law Group or something like that. I, I can't remember how she pronounced it. Yeah, but she said her name is [PII].
[AGENT][NEUTRAL] You said [PII].
[AGENT][NEUTRAL] OK, and uh that was [PII] you said?
[CUSTOMER][NEUTRAL] I think she said [PII] or [PII] or something like that. Yeah, but don't, I need to ask her again. I'm sorry, I can't remember how she pronounced it.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] That's OK. No, no, no, it's OK.
[AGENT][NEUTRAL] No, it's alright, um, that I could just re-verify all of that when I get here on the line, um, OK.
[CUSTOMER][NEGATIVE] Do you want me to go ahead and send her over because [PII] said something in the chat, but she hasn't, I've responded, but she doesn't responded back. But this isn't, I've never gotten a call like this, so I didn't know if I could have to handle it.
[CUSTOMER][NEUTRAL] OK, are you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Care
[CUSTOMER][NEUTRAL] Care, are you still there?