AccountId: 011433970860
ContactId: 0b1e482e-e9d9-4941-b8ce-b437252d30d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58009 ms
Total Talk Time (AGENT): 17362 ms
Total Talk Time (CUSTOMER): 33730 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/0b1e482e-e9d9-4941-b8ce-b437252d30d0_20250320T14:41_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I have a group on the line that's trying to make an online payment, and they are not sure it went through. Can you just check because she's got a confirmation and I told her as long as she's got a confirmation it went through, but she just wants to make sure.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] Absolutely. What's that group number, love?
[CUSTOMER][NEUTRAL] Group number 15961.
[AGENT][NEUTRAL] All right, yeah, I see one that was submitted today and that should go through tomorrow.
[CUSTOMER][NEUTRAL] Um, interstate battery.
[CUSTOMER][NEUTRAL] It should be for January. OK, cool, I'll let her know that's all I needed.
[AGENT][NEUTRAL] I, I do see that the has been scheduled. Yes, ma'am.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much. I appreciate it. You have a great day.
[AGENT][POSITIVE] Yes please. No problem. You as well. Thanks, bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.