AccountId: 011433970860
ContactId: c80fdc47-3861-48ee-8b57-fd63cd8170e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87300 ms
Total Talk Time (AGENT): 39047 ms
Total Talk Time (CUSTOMER): 62536 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/c80fdc47-3861-48ee-8b57-fd63cd8170e8_20250113T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi Miss [PII], this is [PII] on the care team. How are you today?
[AGENT][POSITIVE] I'm good, Miss [PII]. How are you, dear?
[CUSTOMER][NEGATIVE] I have been a lot better. I've got COVID, so it's not been fun.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] God bless you. Oh goodness.
[CUSTOMER][POSITIVE] Oh, it's all right. Oh, it's a lot better than it was, um.
[AGENT][NEUTRAL] I hope you feel better.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yeah thank you. OK, so I'm not 100% on this one [PII] um I've got a group admin on the line. She said that they've been speaking with [PII] and I'm sorry, I'm not quite sure who that is right off. I looked and it said customer service, um, and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She's actually in group building, but go ahead.
[CUSTOMER][NEUTRAL] Is she OK um I can I I was wondering if it's a group billing thing, um, apparently [PII] had told them that she needed uh backup details for their January invoice and they're not sure what that is or what information is needed and that sounded like a good billing thing but I don't know.
[AGENT][NEUTRAL] I'm not either.
[AGENT][NEGATIVE] But yeah, she's in group billing and they may fall under customer service like I'm a new business, but I fall under customer service too.
[CUSTOMER][NEUTRAL] I see. OK, I'll go ahead and give them a call then, yeah.
[AGENT][NEUTRAL] You know,
[CUSTOMER][POSITIVE] All right. Well, thank you, [PII]. I hope you have a great rest of your day.
[AGENT][NEUTRAL] But you
[AGENT][POSITIVE] All right, honey, please feel better. Oh goodness. OK, bye honey. Have a good day. Bye.
[CUSTOMER][POSITIVE] Yes, ma'am. I'll try. Thank you. bye.
[CUSTOMER][NEUTRAL] You too.