AccountId: 011433970860
ContactId: 0f44b08e-49e8-4371-8d54-8a0a5b53ad45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62959 ms
Total Talk Time (AGENT): 31772 ms
Total Talk Time (CUSTOMER): 26342 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/0f44b08e-49e8-4371-8d54-8a0a5b53ad45_20250527T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I'm trying to uh make a payment.
[CUSTOMER][NEGATIVE] Um, online, but there, it gives me an error message.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says it looks like we're experiencing technical difficulties um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Should I just wait a little bit or?
[AGENT][NEUTRAL] Uh, you can wait a little bit if you want to or if you would like I can transfer you over to the billing department and they could take your payment over the phone, whichever's most convenient for you. You can wait if you would like or if you want I can um transfer you to billing and they can take your payment over the phone for you.
[CUSTOMER][POSITIVE] You can what? I'm sorry?
[CUSTOMER][NEUTRAL] OK, OK, I'll call back let me see what the doctor wants to do.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. All right. Yes, ma'am. You're very welcome.
[CUSTOMER][NEUTRAL] Bye