AccountId: 011433970860
ContactId: c1693560-b449-4425-a588-e36f814087c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85720 ms
Total Talk Time (AGENT): 20415 ms
Total Talk Time (CUSTOMER): 59784 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/c1693560-b449-4425-a588-e36f814087c3_20250523T21:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yeah, good afternoon, [PII]. Um, I am looking to make a. One second, take you off speaker. My phone, OK, sorry about that. I'm looking to make a payment on my insurance and I know you guys don't typically handle that end of it, um, but the provider wallet and, uh, uh, insurance in a wallet, um, I'm having trouble getting through. Is there any way you can transfer me over to them?
[AGENT][NEUTRAL] And look at makeup.
[AGENT][NEUTRAL] Uh, is it benefits in a card? Is that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, that's it, yeah.
[AGENT][NEUTRAL] Yeah, let me transfer you over. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, they seem to be having fun. Have you heard anything about that? Um, says the system busy, you know, um, had you, had you heard anything about that, uh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, I, I haven't, I made a transfer early this morning, but I haven't transferred anyone since.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I did get that the other day other day as well. Maybe it's my phone then you know I'm with AT&T cell phone. Maybe they're, I'll call them to see if there's, yeah, but, but I can get you guys, but their number won't go through, right.
[AGENT][NEUTRAL] OK, let me see if I can get him on the line. Hold on one moment.
[CUSTOMER][POSITIVE] Oh OK awesome awesome I appreciate it.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.