AccountId: 011433970860
ContactId: cc5d3165-7e9b-4eb1-85a3-b78478b3ddba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 36319 ms
Total Talk Time (AGENT): 9428 ms
Total Talk Time (CUSTOMER): 26060 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/cc5d3165-7e9b-4eb1-85a3-b78478b3ddba_20250220T16:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um I'm not sure if this is something for y'all or if this should go to billing um I do have a group admin on the line and I guess that there was an overpayment in January and they were supposed to get that refunded back. um I see the note where they were talking about it on [PII], but she said she's not received anything and wanted to know the status of that.
[AGENT][NEUTRAL] Yeah, um, that would be billing.
[CUSTOMER][POSITIVE] What it OK thank you sorry.
[AGENT][POSITIVE] That's no problem.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye.