AccountId: 011433970860
ContactId: 0c8135b5-a239-4181-a80c-2c511b3057f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80529 ms
Total Talk Time (AGENT): 33029 ms
Total Talk Time (CUSTOMER): 41291 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/0c8135b5-a239-4181-a80c-2c511b3057f8_20250609T16:12_UTC.wav
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[CUSTOMER][NEUTRAL] You think the demo.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] My son
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, this is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I was wondering, can I pay with you? Can I make a payment?
[AGENT][NEUTRAL] Uh, yeah, you can make a payment over the phone with a debit card or credit card.
[CUSTOMER][NEUTRAL] Oh, not with a check.
[AGENT][NEUTRAL] No, ma'am, we're not set up for that yet.
[CUSTOMER][NEUTRAL] And, and oh my god, your company is crazy because I.
[CUSTOMER][NEUTRAL] Can I pay online with a check?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'd be a a routing number and account number, yes, ma'am.
[CUSTOMER][NEUTRAL] I, I do have a routing number and account number and do I where do I go to billing?
[CUSTOMER][NEUTRAL] Billing call at [PII] [PII]?
[AGENT][NEUTRAL] That's our, that's our email address. You would go to [PII] and set up an account.
[CUSTOMER][POSITIVE] OK, OK, [PII].
[CUSTOMER][NEUTRAL] What else?
[AGENT][NEUTRAL] it's [PII].
[CUSTOMER][POSITIVE] And secure with D at the end, [PII]. OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. You're welcome, no problem.