AccountId: 011433970860
ContactId: 11be6822-8a4f-4a9d-875b-689d93657d8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98230 ms
Total Talk Time (AGENT): 38474 ms
Total Talk Time (CUSTOMER): 30070 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/11be6822-8a4f-4a9d-875b-689d93657d8b_20250228T21:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, good afternoon. I'm calling because I was trying to make a payment, um, I've spoken with one of our reps, uh, they said that it needed to be made today, um, so I was calling to see if you all had wire instructions.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, we do. Um, I can get that emailed over to you. What's your group number?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh yes, group number is.
[CUSTOMER][NEUTRAL] 80,090
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It's hang on my computers.
[AGENT][NEGATIVE] Not working with me here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alrighty we currently have um.
[AGENT][NEUTRAL] The email [PII].
[CUSTOMER][NEUTRAL] Sorry, uh, and just to confirm, [PII] yep.
[AGENT][POSITIVE] All right, I'll get those, um, ACH instructions emailed over to you in just a few minutes. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That is all. You've been extremely helpful. Thank you so much.
[AGENT][POSITIVE] You're welcome, no problem, and thank you for calling APL and you have a good day.