AccountId: 011433970860
ContactId: 84648a78-2ebf-4a33-867e-39c7fc923ca0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57689 ms
Total Talk Time (AGENT): 12630 ms
Total Talk Time (CUSTOMER): 39788 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/84648a78-2ebf-4a33-867e-39c7fc923ca0_20250602T15:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. Bree. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] and I am calling from the broker's office. um, I was just calling to see one of our groups is trying to pay the bill, but because the OSC system is down and they can't set up.
[CUSTOMER][NEUTRAL] Their account and it won't let them log in with their current information um is there any way they can call and pay over the phone? How, what are some of the other options they have to pay their bill?
[AGENT][NEUTRAL] Yeah, they can call and pay over the phone with a credit or debit card.
[CUSTOMER][POSITIVE] OK perfect I will let them know.
[AGENT][POSITIVE] Oh right, thank you.
[CUSTOMER][NEUTRAL] And they would just call, they would just call the number that I called and then and uh number 3 for billing.
[AGENT][NEUTRAL] Uh, yeah.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a good day bye.
[AGENT][NEUTRAL] You too, bye.