AccountId: 011433970860
ContactId: a0ad0763-6db7-4e34-bc96-6ff6cb64c90c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131369 ms
Total Talk Time (AGENT): 35777 ms
Total Talk Time (CUSTOMER): 49339 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/a0ad0763-6db7-4e34-bc96-6ff6cb64c90c_20250606T17:30_UTC.wav
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[AGENT][NEUTRAL] Calling API, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, yes, hi, good afternoon, [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good good um I'm calling because I'm.
[CUSTOMER][NEUTRAL] I was, I went online, I was trying to log in to pay um to see if I can pay the bill online.
[CUSTOMER][NEUTRAL] Um, however, I, I was trying to reset the password and it's not working, so can I pay, uh, over the phone?
[AGENT][NEUTRAL] Um, you're paying for a group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's that group number?
[CUSTOMER][NEUTRAL] 17392.
[AGENT][NEUTRAL] Alright, and what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, one moment, let me get you over to group billing hold for me one moment please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] er ring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in claims. I have [PII] with Garis Inc calling to make up the premium payment or group premium payment.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, ma'am. What's that group number?
[AGENT][NEUTRAL] 17392.
[CUSTOMER][NEUTRAL] And is the number um the callback number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Do you by chance catch the invoice number she's wanting to pay?
[AGENT][NEUTRAL] Oh, I didn't know to ask for that. I'm sorry.
[CUSTOMER][NEUTRAL] No, no, no, it's fine. I just, I just thought I'd ask it's all, no worries. Uh, let's see, OK, I can take her you said her her name was [PII].
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][POSITIVE] OK awesome I got her.
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks.