AccountId: 011433970860
ContactId: f759622a-96b2-47e0-b58f-2687efb185e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190800 ms
Total Talk Time (AGENT): 70057 ms
Total Talk Time (CUSTOMER): 54581 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/f759622a-96b2-47e0-b58f-2687efb185e2_20250410T21:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I
[CUSTOMER][NEGATIVE] I just bought this company and evidently they have APL and I received a bill in the mail to pay and I don't know what APL is or what our company what um what our company has can you, can you look that up and tell me what it is?
[AGENT][NEUTRAL] Well, it sounds like I need to get you over to the billing department and they can uh further explain to you. But um do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, uh, I have a group number.
[AGENT][NEUTRAL] Well, that's
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have policy number certificate for all the employees.
[AGENT][NEUTRAL] Well, I could look up one of their certificate numbers and and do you have one for yourself?
[CUSTOMER][NEUTRAL] No, I'm not on here we just bought the company about a month ago.
[AGENT][NEUTRAL] OK, and what's your group number?
[CUSTOMER][NEUTRAL] Our group number is 24985.
[AGENT][NEUTRAL] And could I get your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII]. Could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, one moment. I'm gonna get you over to billing and um see if they could further assist you. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mhm, no problem.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] um in the claims department. I have a, um, hello. I have a company owner on the line, Ms. [PII]. Um, I have a group number and our callback number. She said that she recently purchased the company and she just received a bill in the mail um for the services that we provide.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] So could you further assist her?
[CUSTOMER][NEUTRAL] All right, what's that group number?
[AGENT][NEUTRAL] Uh yeah, the group number is 24985.
[CUSTOMER][NEUTRAL] And what was that callback number?
[AGENT][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] All right. And you said her name was [PII]?
[AGENT][NEUTRAL] Yeah, [PII]. Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, you're ready for?
[CUSTOMER][POSITIVE] All right, I guess I'm ready for whenever you are.
[AGENT][POSITIVE] OK, here she is. Thank you.