AccountId: 011433970860
ContactId: c71103c4-a721-4b4a-b547-fba786fd54f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184860 ms
Total Talk Time (AGENT): 57963 ms
Total Talk Time (CUSTOMER): 93785 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.4, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/c71103c4-a721-4b4a-b547-fba786fd54f4_20250623T14:13_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] from corporate plan administrators. I have a question.
[CUSTOMER][NEUTRAL] I had recently signed up my one group for the uh new platform.
[CUSTOMER][NEGATIVE] However, I have more than one group and I'm not able to.
[CUSTOMER][NEGATIVE] Add that to my contacts. How do I do that? I'd called earlier and they said that was a flaw and that they were working on it.
[AGENT][NEUTRAL] Yeah, they're still working on it.
[CUSTOMER][NEUTRAL] So what do I do? I've got a month's worth of premium I need to send up. Do I just mail my forms in to you?
[AGENT][NEUTRAL] Uh, you can either make the payment on the phone or you can.
[AGENT][NEUTRAL] Make a brand new.
[CUSTOMER][NEUTRAL] I can't make it on a phone. I
[AGENT][NEUTRAL] OK, well, you can just know it if you like to just.
[CUSTOMER][NEUTRAL] Where do I send it?
[CUSTOMER][NEUTRAL] Where do I mail the payment to?
[AGENT][NEUTRAL] Um, let me get you the billing because I have no clue. This is broker resources, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I didn't know because I called billing before and they said I had to talk to broker resources so.
[AGENT][NEUTRAL] And you ask them about payments?
[CUSTOMER][NEGATIVE] Yeah, they said they didn't, they were working on it. There was a problem. I have 3 groups and um.
[AGENT][NEUTRAL] I'm just, I was just wondering why billing would send you to broker resources when you asked about making a payment. So let's call.
[CUSTOMER][NEUTRAL] I don't know. I don't know this was last week and they said they said that they were working on it and you know that's all I know so.
[AGENT][NEUTRAL] OK, let's call.
[CUSTOMER][NEUTRAL] But send me to whoever it is that I need to talk to.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in Broker Resources. Um, I just got a call transferred to me and I don't know any of her answers. She's basically asking what address does she mail her payment, how much is her payment, and where does she send it? And you guys sent it toroker Resources. I would think that would be a billing question.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I doubt it was billing that sent it to you guys, but I'll, I'll take her, no worries. What's uh the group number?
[AGENT][NEGATIVE] Um, I didn't even get that far cause she just was like, where do I send my payment?
[AGENT][NEUTRAL] Sounds like let's get you to the people that take payments.
[CUSTOMER][NEUTRAL] You, you don't have anything on her?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Alright, go ahead and send her over.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in group billing. How are you?
[CUSTOMER][MIXED] Hi, I'm very good, but I'm really puzzled why I'm not able to do my more than one group online any longer.