AccountId: 011433970860
ContactId: 9f1d6cef-8966-4c20-b6c4-6cf7e69abdd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151440 ms
Total Talk Time (AGENT): 43299 ms
Total Talk Time (CUSTOMER): 53420 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/9f1d6cef-8966-4c20-b6c4-6cf7e69abdd7_20250512T19:23_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I just wanted to be sure that we are in the direct payroll payments. Uh, can I give you my invoice number or group number so you could check please?
[AGENT][NEUTRAL] You're wanting to see if your, the payments have been made or?
[CUSTOMER][NEUTRAL] If if we are enrolled in in payments in direct payments.
[AGENT][NEUTRAL] OK, um, let me see what's your group number?
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] 269-51
[AGENT][NEUTRAL] OK. Can I get your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have the address for your group?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And then do you have a good uh contact number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get you over to our billing department and they'll be able to look that up. Can you hold one moment while I transfer you?
[CUSTOMER][POSITIVE] No problem mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] For calling ATL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] on the care team and I've got a uh group contact on the line that's wanting to see how her plan is set up for payment.
[CUSTOMER][NEUTRAL] Yes ma'am, what's the group number?
[AGENT][NEUTRAL] The group number is 26951.
[CUSTOMER][NEUTRAL] 269-51 OK and I'm speaking with [PII], is that right?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][POSITIVE] OK, I'll be glad to help. Thank you, [PII].
[AGENT][POSITIVE] OK, I'll introduce you and then release it. Thank you so much.
[CUSTOMER][POSITIVE] Thanks. You're welcome.
[AGENT][POSITIVE] Hey [PII], I've got [PII] on the line. She's gonna assist you with looking into that, OK?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][NEUTRAL] and you.