AccountId: 011433970860
ContactId: fed0b4e7-e448-41bd-8854-fa45a8c4cd78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89250 ms
Total Talk Time (AGENT): 28874 ms
Total Talk Time (CUSTOMER): 41797 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/fed0b4e7-e448-41bd-8854-fa45a8c4cd78_20250313T17:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] at In group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team.
[CUSTOMER][NEUTRAL] I've got um this [PII] on the phone.
[CUSTOMER][NEUTRAL] She is group number 19045.
[CUSTOMER][NEUTRAL] I have verified the group.
[CUSTOMER][NEUTRAL] And she is calling because she made a payment today that she wants to see if she can cancel the payment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So you've got [PII] on the phone and you've verified her?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, and she's with the group and she's wanting to know she made an EFT and she wants to know if she can cancel it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, send her over and I'll be able to, I can help her with that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks so much. All right, bye bye ma'am.
[AGENT][POSITIVE] You're welcome. Thank you. Oh, a good callback number.
[CUSTOMER][NEUTRAL] Uh, her callback number?
[CUSTOMER][NEGATIVE] Oh shoot, I lost her. No, I didn't.
[CUSTOMER][NEGATIVE] Her callback number I did not get the call back number cried.
[AGENT][NEUTRAL] OK, I'll talk just send her around.
[CUSTOMER][NEUTRAL] Uh, OK, all right, bye bye.