AccountId: 011433970860
ContactId: c96556d6-5fdf-4299-a585-dce29d4c0574
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 37000 ms
Total Talk Time (AGENT): 21577 ms
Total Talk Time (CUSTOMER): 13790 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/c96556d6-5fdf-4299-a585-dce29d4c0574_20250513T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team. Do we do auto pay for individuals? Can they set that up?
[AGENT][NEUTRAL] Uh, like bank draft?
[CUSTOMER][POSITIVE] Yes, to automatically come out.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, I just wanna make sure.
[AGENT][NEUTRAL] That's customer service if they're on an individual pay um like a direct or something like that or they just canceled their policy through their employer, yeah, they get that information sent to them in the mail.
[AGENT][NEUTRAL] To fill that out and send it in.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.