AccountId: 011433970860
ContactId: 03f69d21-43f6-4b50-9f52-75c8673a923d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143809 ms
Total Talk Time (AGENT): 73477 ms
Total Talk Time (CUSTOMER): 78208 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/03f69d21-43f6-4b50-9f52-75c8673a923d_20250625T12:14_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is Mole group billing. How may I help you?
[CUSTOMER][NEGATIVE] Yeah, it's my bad.
[CUSTOMER][NEUTRAL] Hi, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, I'm testing. We did some, we did some business last night and I just wanted to make sure that.
[CUSTOMER][POSITIVE] It went through correctly and it did. So yay. OK, that's all.
[AGENT][NEUTRAL] Yes, I see, I see the thing looks different, so.
[CUSTOMER][NEUTRAL] Well, that's what [PII] said. He didn't, he didn't do anything on AWS. He just took away a holding cue.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, it, it's different.
[CUSTOMER][NEUTRAL] Weird
[AGENT][NEUTRAL] It's different. It's, it's more bold and everything else. It's, it's weird.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what [PII] said. I'll ask him.
[AGENT][NEUTRAL] And we got [PII] in our um.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] In our, um, you.
[CUSTOMER][NEUTRAL] Yeah, he probably, probably testing it, let me look at it. Let me look the view agents.
[AGENT][NEUTRAL] He was in there for 10, yeah, he forgot to log out of it.
[CUSTOMER][NEUTRAL] [PII], oh, he's just for.
[CUSTOMER][NEUTRAL] Yeah, he was in there, let me tell you, he, OK, he's offline now. He'll disappear in a little bit.
[AGENT][NEUTRAL] I mean, not that it matters.
[CUSTOMER][NEUTRAL] OK, girly girl.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, he don't need to be in there hosing up your cue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it didn't bother me.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I told [PII] yesterday, I told [PII] yesterday, uh, the day before, I said, [PII], my phone's broken. She said, what's wrong? I said, he keeps ringing.
[CUSTOMER][NEGATIVE] He gave off
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She's the day before.
[CUSTOMER][NEUTRAL] That was yesterday?
[AGENT][NEGATIVE] The day before we had it. Oh, it was bad.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can only imagine your cue. Yeah, that's what I'm saying. I.
[CUSTOMER][NEUTRAL] Well, yeah, cause we're backed up.
[CUSTOMER][POSITIVE] Yeah, we're, we're trying to help OSD people and it's making our, um, it's making our handle time skyrocket, so.
[AGENT][POSITIVE] Yeah, I know, bless them. I, I don't feel for y'all at all. I mean, well, I do feel for y'all at all.
[CUSTOMER][POSITIVE] Yes, you do.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know what I'm trying to say.
[CUSTOMER][POSITIVE] All right, sweet girl. I know, girl, I know.
[AGENT][NEUTRAL] All right, dear.
[CUSTOMER][POSITIVE] All right, well, I'm gonna let you go. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome, dear. Bye-bye.