AccountId: 011433970860
ContactId: 8da9524f-a218-46da-a1ec-5c12f1790c12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165809 ms
Total Talk Time (AGENT): 56530 ms
Total Talk Time (CUSTOMER): 76580 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/8da9524f-a218-46da-a1ec-5c12f1790c12_20250304T16:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes ma'am. I need to find out some information. I needed to first find out um about getting set up um if I'm not already on our account.
[AGENT][NEUTRAL] OK. Um, you're, you're wanting to apply for a policy?
[CUSTOMER][NEUTRAL] No, so I work for the county. I work for [PII], and they already have an account set up with you all, but I am now the one that is handling the payrolls, and I need to make sure that I can go on. So any access that I need to get into and then also for the billing.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I understand now, uh, do you know the group number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, group number should be 12812.
[AGENT][NEUTRAL] OK, and your name, please?
[CUSTOMER][NEUTRAL] First name is [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Hold on just a second.
[AGENT][NEUTRAL] I will need to get you with our billing department and they can help you get set up um is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, the other thing I wanted to find out is that we have somebody and I'm looking at the March bill that um actually um retired back on the [PII], um, with us, so I'm needing to find out what is the best way for me I guess to make sure that we have her removed off of the bill.
[AGENT][NEUTRAL] OK, um, that would also be the billing department that can handle that, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, let me get you with them and thank you for calling APL and you have a wonderful day, Miss [PII], and hold on just a moment. Thank you.
[CUSTOMER][POSITIVE] Yes you do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Hi, I'm good. How are you?
[AGENT][NEUTRAL] I'm good. I have [PII] on the phone. She's with group 12812. She's the new admin and she needs to know how to get set up and she also needs to take somebody off the bill.
[CUSTOMER][NEUTRAL] OK, all of that needs to be done in writing, but, uh, send it to me.
[AGENT][POSITIVE] Oh, OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?